Customer Support Executive

BETSOL · IT Services & Consulting

Bengaluru, KA, India
On-site
Posted 20 days ago
Customer Service & Support
Full-time

About the job

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

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

Graduate in any discipline

Relevant experience may be considered in lieu of formal education

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

Apply on BETSOL