Software Support Executive (Night Shift)

Provide technical support and assistance to our customers

Understand customer issues and provide clear and effective solutions

Assist customers with software features, settings and day-to-day usage

Communicate with customers through phone, WhatsApp, Facebook and other digital channels

Troubleshoot basic website, domain, hosting and e-commerce-related issues

Identify, investigate and document technical issues reported by customers

Maintain proper records of customer issues, solutions and follow-ups

Maintain and update customer information, communication history and follow-up records in the CRM

Regularly follow up with customers to understand their experience and provide necessary assistance

Identify inactive or less-engaged customers and take initiatives to re-engage them

Build and maintain positive relationships with customers to improve customer satisfaction and retention

Collect customer feedback and communicate important feedback to the relevant teams

Track customer issues, requests and follow-ups to ensure timely resolution

Understand basic UI/UX principles and provide suggestions for improving user experience

Use AI tools such as ChatGPT, Gemini and other AI tools to improve productivity, troubleshooting and daily workflow

Perform other technical support, customer relationship-related tasks assigned by management