TRU is a Global Leading Organization dedicated to leveraging cutting-edge technology to drive business innovation and growth. We're architects of online experiences, innovators in the digital landscape, and partners in our clients' success stories. Our journey began with a simple yet powerful vision -- to transform businesses through strategic and creative digital solutions.
At TRU, we pride ourselves on a holistic approach to digital excellence. We don't just create websites or run marketing campaigns; we craft immersive digital journeys that resonate with audiences. From the inception of an idea to its execution, we bring together a team of passionate professionals who thrive on pushing boundaries and challenging the status quo.
Our global team comprises of industry experts hailing from Canada and APAC realms including India and Indonesia having creative and innovative minds. We are tech-savvy enthusiasts and bring a wealth of intelligence and expertise to the table. Whether it's web development, design, digital marketing, or emerging technologies, we're here to navigate the complexities and deliver solutions that make a lasting impact.
Position Overview:
We are looking for an experienced
Customer Support Executive / Customer Experience Specialist
who can deliver exceptional customer support and ensure a seamless customer journey across
multiple products built on different technology stacks
.
The ideal candidate should have strong technical understanding, excellent communication skills, and the ability to troubleshoot issues while managing priorities across multiple product lines. This role requires a
customer-first mindset
, ownership, and strong coordination skills with internal technical teams.
Key Responsibilities:
Act as the primary point of contact for customer queries via
email, chat, and phone
.
Provide timely and effective resolution for both
technical and non-technical
customer issues.
Manage support for
multiple products/platforms simultaneously
, each with distinct workflows, features, and technical dependencies.
Understand customer requirements and guide them on product usage, features, and best practices.
Troubleshoot issues related to
software applications, SaaS platforms, APIs, or IT services
, and coordinate with internal technical teams when required.
Track, prioritize, and manage support tickets using
CRM/ticketing tools
(Zoho, Jira, Freshdesk, etc.).
Ensure accurate and detailed ticket updates, proper categorization, and timely closure with clear customer communication.
Document customer interactions, resolutions,
FAQs
, and contribute to
knowledge base articles
.
Proactively identify recurring issues across products and suggest
process improvements
or product enhancements.
Collaborate with
Product, Engineering, Sales, and Account Management
teams to improve overall customer experience.
Handle escalations professionally, ensure root cause tracking, and maintain customer confidence until resolution.
Required Skills & Qualifications:
Minimum
3 years of experience
in Customer Support / Customer Experience roles in an
IT or SaaS environment
.
Proven ability to handle support for
multiple products or modules
at the same time.
Strong understanding of
software applications, SaaS platforms, and technical services
.
Hands-on experience with
ticketing systems / CRM tools
such as Zoho, Jira, Freshdesk, Zendesk, etc.
Ability to troubleshoot common technical issues, gather required details, and clearly explain solutions to customers.
Strong verbal and written communication skills with excellent customer-handling ability.
High ownership, strong problem-solving skills, and ability to manage multiple priorities in a fast-paced environment.
* Ability to coordinate efficiently with technical teams and maintain proper follow-ups.
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