Customer Support Executive

Overview

Testlify is seeking a Customer Support Executive to join our team and provide top-notch support to our clients. As a Customer Support Executive, you will be responsible for providing timely and effective customer service to our clients via phone, email, and chat. You will also work closely with our sales and product teams to ensure our clients have the best possible experience using our platform. The ideal candidate will have excellent communication skills, a customer-centric attitude, and the ability to think on their feet.

Outcome expectations for this role.

• Provide timely and effective customer service to our clients via phone, email, and chat.
• Resolve customer issues and complaints in a professional and courteous manner.
• Work collaboratively with the sales and product teams to ensure customer needs are met and issues are resolved quickly.
• Identify opportunities to improve customer support processes and procedures.
• Maintain accurate records of customer interactions and feedback.
• Contribute to the ongoing development and improvement of our customer support offerings.
• Provide guidance and support to customers on how to use our platform and troubleshoot any issues they may be experiencing.
• Identify patterns and trends in customer inquiries and collaborate with other internal teams to develop solutions and best practices for addressing common issues.
• Contribute to team goals and objectives around customer satisfaction, ticket resolution time, and other key performance indicators.
• Proactively create and update process documents, support documents, and customer help guides, incorporating new feature enhancements as they are released.
• Continuously develop and improve knowledge of our platform, industry trends, and best practices for customer support.

Who should apply for this role?

• Bachelor's degree in a related field, or equivalent work experience of 1 to 2 years.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to think on your feet.
• Customer-centric attitude and a passion for providing excellent service.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Experience working in a customer support or customer-facing role preferred.
• Knowledge of HR Tech or B2B SaaS industry is a plus.

Good to have these soft skills!

• Empathy and ability to understand and relate to customer needs. You take the time to listen, understand, and put yourself in the customers shoes, enabling you to respond thoughtfully and effectively.
• Patience and a positive attitude when dealing with challenging customer situations. A genuinely customer-centric mindset, with the ability not only to solve problems but to truly understand customer pain points.
• Attention to detail and ability to follow processes and procedures.
• Adaptability and willingness to learn new tools and technologies.
• Ability to work well in a team environment and collaborate with colleagues across departments.
• Proactivity and the ability to take ownership of customer issues and follow through to resolution.

What do we provide @ Testlify?

• An inspiring work environment and focused workspace.
• A performance-driven work culture through collaborative review and feedback.
• Opportunities and guidance to learn new technologies, share knowledge, and grow within the company and sector.
• Exposure to complex & challenging projects within an international context.
• A team of driven and passionate colleagues that strive for top quality.

Job location

• Hybrid - In Office & Remote depending on your location
• Work Timings - 8PM to 5AM or 9PM to 6AM IST (Night Shift)
• Travel each quarter for a week to Headquarters
• Headquarters located in Matunga, Mumbai, Maharashtra, India

Benefits

• Health insurance
• Diversity and inclusion
• Learn and grow
• Flexible work hours
• Saturday & Sunday Week offs

Equal opportunities statement

Testlify is deeply committed to creating a workplace and global community where inclusion is not only valued but prioritized. We're proud to be an equal-opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or any other non-merit-based or legally protected grounds.