Role Overview :

We are looking for an Executive : Delivery & Customer Support who will serve as the primary point of contact for customers post-implementation. This role involves providing product training, troubleshooting technical and functional issues, ensuring smooth platform adoption, and delivering an excellent customer experience.

Key Responsibilities :

Customer Training & Onboarding :

- Conduct product training sessions for new and existing customers via calls, screen sharing, and demos.

- Help customers understand platform features, workflows, and best practices.

- Ensure smooth onboarding and successful product adoption.

Issue Resolution & Technical Support :

- Handle day-to-day customer queries and technical issues via calls, emails, and support tools.

- Diagnose, troubleshoot, and resolve product-related issues efficiently.

- Coordinate with internal tech and product teams for issue escalation and resolution.

- Ensure timely closure of support tickets with proper documentation.

Customer Assistance & Relationship Management :

- Act as a trusted advisor and support partner for customers.

- Provide prompt, accurate, and professional responses to customer concerns.

- Maintain strong relationships to ensure customer satisfaction and retention.

Documentation & Process Management :

- Maintain records of customer interactions, issues, and resolutions.

- Create and update help documents, FAQs, and training materials.

- Follow defined support processes and service standards.

Product Feedback & Improvement :

- Collect customer feedback and share insights with product and engineering teams.

- Identify recurring issues and suggest improvements.

Key Requirements :

- 1 to 3 years of experience in Customer Support, Technical Support, or Customer Success (preferably in SaaS or software products).

- Strong communication and presentation skills.

- Ability to explain technical concepts in simple terms.

- Good troubleshooting and analytical skills.

- Basic understanding of CRM, ERP, or SaaS platforms.

- Strong problem-solving attitude and customer-first mindset.

- Ability to manage multiple customers and priorities.

Preferred Qualifications :

- Experience in SaaS, CRM, or ERP support.

- Experience in conducting customer training sessions.

- Familiarity with ticketing tools and remote support tools.

Key Performance Indicators (KPIs) :

- Customer satisfaction score (CSAT)

- Issue resolution time

- First response time

- Customer onboarding success rate

- Training completion and adoption rate