Customer Support Executive -L1 in Ahmedabad

Key Responsibilities

• Respond to customer queries via tickets and chat, closing tickets with proper and timely follow-ups.
• Work on contributing to the enhancement of customer satisfaction by implementing strategies and initiatives aimed at improving the CSAT (Customer Satisfaction) score.
• Meet SLAs for all raised tickets, create a knowledge base for recurring issues, promptly report technical issues to relevant teams, and maintain high-quality responses for each handled ticket.
  
  

Requirements

• Bachelor of Engineering (preferred IT-CE background).
• 0–2 years of prior experience in customer support service.
• Good written and oral communication skills.
• Excellent customer handling skills.
• Experience with ticketing tools like Freshdesk, Zendesk.
• Corporate emailing and documentation knowledge.
• Knowledge of Excel, Word, and PowerPoint.
• Experience in creating FAQs and building a knowledge base.
  
  

About Company: At Eclat, technology can make a big difference to a world dependent on access to knowledge. In our current avatar, we are solving eContent discovery and access challenges that the research community and students face while pursuing their research and education. Using technology, we also help librarians drive user engagement and make informed decisions on which content providers to work with. We are present in 60+ countries and work with 2000+ institutes including Fortune 500 companies: premier academics and research institutes like AIIMs, ISB, IIMs, IITs, NTU Singapore, and institutions in Japan, S.E. Asia, the Middle East, Africa, and Latin America.