Customer Support Executive

Trusted by over 12,000 businesses, including Amazon, Apollo Hospitals, and Razorpay, MyOperator has been providing innovative solutions for over 14 years. Renowned for its ease of use and customer experience excellence, the platform is highly rated across various review platforms.\n\nKey Responsibilities\n\n1. Customer Issue Resolution & Productivity\nHandle tickets per day across calls, chat, and email\nResolve 80%+ of issues within 4 business hours SLA\nMaintain First Contact Resolution (FCR) ≥ 70% for inbound calls\nMaintain First Response Time (FRT) ≤ 15 minutes for chat/email\nEnsure 100% ticket logging and categorization in CRM\nManage concurrent conversations (minimum 3–5 chats simultaneously)\n\n2.

Customer Experience & Satisfaction\nMaintain Customer Satisfaction Score (CSAT) ≥ 90%\nCommunicate clearly on issue timelines and resolutions\nProvide complete troubleshooting before ticket closure\nReduce repeat tickets by ensuring root-cause resolution\n\n3. Ownership & Accountability\nTake end-to-end ownership of assigned tickets\nProactively follow up on pending issues until closure\nEscalate only after completing defined troubleshooting checklist\nMaintain ticket backlog aging ≤ 24 hours\n\n4. Revenue Signals & Cross-Sell\nIdentify and log upsell/cross-sell opportunities in CRM\nShare qualified leads with Account Managers\nHighlight relevant product features during support interactions\nMaintain minimum 3–5 qualified opportunity signals per week\n\n5.

Process Adherence & CRM Hygiene\nMaintain 100% CRM update compliance\nFollow defined support workflows and communication templates\nParticipate in product updates, training, and process rollouts\nDocument frequently occurring issues for knowledge base\n\nMust-Have Requirements\n1–3 years experience in Customer Support / Technical Support / SaaS Support\nExperience handling minimum 30+ tickets/day or equivalent call volume\nExperience working with CRM tools (Zendesk, Freshdesk, Salesforce, Zoho, etc.)\nStrong written and verbal communication in English\nTyping speed ≥ 30 WPM with high accuracy\nComfortable working in rotational shifts and weekends\nExperience managing multi-channel support (calls + chat + email)\n\nGood-to-Have Requirements\nExperience in B2B SaaS / Telecom / Cloud Communication support\nBasic technical troubleshooting knowledge:\nBrowser debugging (cache, cookies, console logs)\nAPI basics (request/response understanding)\nCRM integrations\nWeb-based platform navigation\nExperience working with SLA-driven environments\nPrior exposure to upsell or cross-sell in support role\n\nSkills & Competencies\nAbility to handle 3+ concurrent chats\nStrong problem-solving using structured troubleshooting\nHigh attention to detail in CRM documentation\nTime management under high-volume support environment\nCustomer communication with clear expectation setting