Customer Support Executive
Company Description
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.
BETSOL's open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.
BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.
BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.
We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.
Learn more at betsol.com
Job Description
About the Role
The Customer Support Executive (CSE) is responsible for delivering timely, accurate, and professional customer support through voice and chat channels for U.S.-based customers. This role focuses on resolving customer queries efficiently, ensuring high customer satisfaction, and adhering to defined support processes and service standards.
Responsibilities
Provide timely and effective resolution to customer queries via voice and chat support
Respond to customers in a professional, empathetic, and solution-oriented manner
Handle simple to complex customer issues and ensure first-time resolution where possible
Escalate issues to the appropriate teams within the defined Line of Business (LOB) when required
Meet productivity, quality, and performance metrics as defined by the process or manager
Ensure compliance with all company policies, procedures, and quality guidelines
Maintain accurate documentation of customer interactions and resolutions
Focus on achieving high customer satisfaction levels and service quality benchmarks
Be flexible to work extended hours during high-volume periods, when required
Perform additional tasks as assigned in line with business needs
Looking For
1-2 years of experience supporting US-based customers through voice or chat processes; freshers with strong communication skills and willingness to learn are also encouraged to apply.
Mandatory Skills
A. Technical / Functional Skills
Experience in Customer Support / Contact Center / Voice or Chat Process
Ability to troubleshoot and resolve customer queries effectively
Experience handling service metrics and adherence to SLAs
B. Soft Skills
Customer-focused mindset with strong problem-solving skills
Strong verbal and written communication skills (English)
Self-motivated and ability to work with minimal supervision
Ability to remain calm and composed in high-pressure situations
Strong attention to detail and ownership of tasks
Good to Have Skills
Prior experience in US voice support
Exposure to CRM or ticketing tools
Experience working in global support environments
Qualifications
Graduate in any discipline
Relevant experience may be considered in lieu of formal education
Additional Information
5 working days per week
2 rotational weekly offs (not necessarily Saturday/Sunday)
Willingness to work US time zones / rotational shifts
Flexibility to extend working hours during business peak periods
