Customer Support Executive Location : Indore,India (Onsite) Shift Timing: UK/USA About AiTrillion: AI Trillion (www.aitrillion.com) is a leading Marketing automation- SAAS Company dedicated to revolutionizing the ecommerce industry. Our innovative platform offers a wide range of features, including customer engagement, marketing automation, personalized recommendations, and data analytics, to enhance customer experiences and drive revenue growth. With a commitment to delivering cutting-edge technology and exceptional service, we are poised for exponential growth in the rapidly evolving landscape of e-commerce. Position Overview: As a Customer Support Executive – L1 at AiTrillion, you will be the first point of contact for our valued clients, providing them with exceptional support and assistance. You will play a crucial role in ensuring customer satisfaction and retention by addressing inquiries, resolving issues, and guiding users through the AiTrillion platform. Responsibilities: Respond promptly to customer inquiries via email, chat, or phone in a professional and courteous manner. Identify customer needs, troubleshoot technical issues, and provide appropriate solutions or workarounds. Guide customers through the setup and configuration of the AiTrillion platform, ensuring a smooth onboarding experience. Escalate complex issues to the appropriate internal teams and follow up to ensure timely resolution. Maintain accurate records of customer interactions and transactions using our CRM system. Collaborate with other team members to improve processes, share knowledge, and contribute to the overall success of the customer support team. Proactively identify opportunities to educate customers on product features and best practices to optimize their use of AiTrillion. Stay up-to-date with product changes, new features, and industry trends to better assist customers and provide informed recommendations. Requirements: Bachelor’s degree in Business Administration, Computer Science, or a related field (or equivalent work experience). Previous experience in a customer support or help desk role, preferably in a SaaS environment. Strong communication skills with the ability to articulate technical concepts to non-technical users. Excellent problem-solving skills and the ability to think critically under pressure. Familiarity with e-commerce platforms and marketing automation tools is a plus. Ability to work independently and collaboratively in a fast-paced environment. Flexibility to work in shifts, including weekends and holidays, as needed.
