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.