Customer Support Executive
- Export Genius
- 2 - 5 years
- Delhi, NCR
- 8 months ago
- Email to a friend
- Report this job
Job Description
Job Summary
We are looking for a proactive and empathetic Customer Support Executive who will be the first point of contact for our clients, helping them resolve queries related to our data intelligence platforms. The ideal candidate will have excellent communication skills, a strong understanding of SaaS/web-based applications, and a passion for delivering high-quality customer experiences.
As a Customer Support Executive, you will engage with B2B users including data analysts, compliance teams, and business executives from across the globe. Youll also play a critical role in maintaining CRM data, ensuring timely ticket resolution, and providing valuable feedback to the product and tech teams for continuous improvement.
Key Responsibilities
- Handle customer queries and support requests via email, live chat, and phone calls, ensuring a professional, helpful, and prompt experience.
- Guide users in understanding and navigating our data platforms, including how to access trade data, sanction insights, company contact information, and more.
- Log, track, and categorize tickets accurately in the CRM, while maintaining detailed notes and status updates throughout the support lifecycle.
- Escalate complex issues to technical, data, or product teams while ensuring timely follow-up with the client until resolution.
- Collaborate with cross-functional teams to provide feedback on recurring issues and help shape better product usability and documentation.
- Monitor and help improve client satisfaction metrics (e.g., CSAT, NPS) through timely and quality responses.
- Assist with onboarding of new clients by providing walkthroughs, training sessions, and user manuals when needed.
- Maintain updated knowledge of all product features, updates, and common troubleshooting processes.
- Help identify potential upsell or renewal opportunities by recognizing customer needs or gaps in usage.
Skills & Requirements
- 2-4 years of experience in a customer support, helpdesk, or client servicing role, preferably within a tech or SaaS company.
- Strong verbal and written communication skills in English.
- Proficient in using CRM systems (e.g., Zoho, Freshdesk, HubSpot), ticketing tools, and Microsoft Office/Google Workspace.
- Understanding of web platforms, browser-based tools, and basic technical troubleshooting.
- Patience, empathy, and problem-solving abilities under pressure.
- Ability to multitask, prioritize, and manage time effectively while meeting response SLAs.
- Knowledge of B2B or data platforms (trade, compliance, finance, analytics) is a plus.
Preferred Qualifications
- Experience supporting clients in international time zones or across global markets.
- Familiarity with tools like Intercom, Slack, Jira, or project collaboration platforms.
- Exposure to working with technical teams and interpreting user issues from both functional and technical perspectives.
Perks & Benefits
- High-performance-based incentives (monthly/quarterly)
- Comprehensive health insurance (family coverage included)
- Five-day work week promoting work-life balance
- Strategic leadership role with autonomy and impact
- Equal opportunity employer with an inclusive, growth-focused culture
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: Export GeniusLocation(s): Delhi, NCR
Keyskills: Email Support Customer Support Chat Support Voice Process Helpdesk Client Servicing intercom JIRA CSAT
Similar positions
Export Genius
Export Genius is a Market research company and helping those who are seeking trade information for export import business around the globe. We are an ISO Certified company based in New Delhi, India. We provide authentic global export import data and trade intelligence reports. Since 2011,...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in