Customer Support Executive

Company Description

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 https://www.betsol.com/

Job Description

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

Qualifications

• Graduate in any discipline
• Relevant experience may be considered in lieu of formal education

Additional Information

• 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