Customer Support Executive

Company Description

Established in 2013, Deepak Cybit Private Limited is a trusted provider of advanced digital solutions, delivering secure, scalable, and intelligent IT services that drive business transformation across various industries. As a proud member of the Deepak Group, we specialize in modernizing IT infrastructure, enhancing cybersecurity, optimizing workflows through automation, and developing custom enterprise software. Our comprehensive solutions empower organizations in sectors such as chemicals, pharmaceuticals, FMCG, textiles, construction, and metals to tackle challenges head-on and prepare for the future. With a strong focus on security, reliability, and measurable impact, Deepak Cybit is committed to building a smarter and more connected future as a dedicated digital partner.

Role Description

We are looking for a proactive and detail-oriented Customer Support Executive to handle both phone and email support for our assessment-related application. The role involves assisting users with technical queries, guiding them through processes, and ensuring smooth usage of features such as QB (Question Bank) upload, assessment tagging, user creation, and attempt reactivation. The candidate will work closely with internal teams and use FAQs and provided documentation to resolve user concerns effectively.

Key Responsibilities

1. Technical Support - Application Operations

• Upload Question Banks (QB) correctly to the assessment system.
• Assist with tagging assessments to specific users or groups as per the requirements.
• Support new user creation and profile setup on the platform.
• Handle attempt reactivation requests for assessment takers.

2. Communication & Guidance

• Respond to technical queries via phone and email in a clear, professional, and timely manner.
• Provide step-by-step instructions based on FAQs and official documentation.
• Escalate unresolved issues to the technical team with detailed problem reports.

3. Documentation & Process Adherence

• Maintain accurate logs of support tickets, resolutions, and follow-ups.
• Continuously update knowledge from internal training materials, FAQs, and new feature briefs.
• Suggest improvements to FAQs and support documents based on recurring customer queries.

Skills & Qualifications

Required:

• Proven experience in customer/technical support (phone & email).
• Understanding of web-based application usage and troubleshooting.
• Ability to explain technical processes in simple, user-friendly language.
• Strong problem-solving, patience, and active listening skills.
• Proficiency in MS Office / Google Workspace tools.

Preferred

• Experience in e-learning or assessment platforms.
• Familiarity with Question Bank upload formats and tagging logic.
• Basic knowledge of user management and role permissions.

Key Performance Indicators (KPls)

• First Response Time (FRT) for calls & emails.
• Resolution rate without escalation.
• Customer satisfaction (CSAT) scores.
• Accuracy in following documented processes.

Work Environment

• Work from office
• Rotational shift(8 to 4 PM, 11 to 7 pm)
• Interaction with assessment takers, administrators, and internal product team.