Job Description

Role Overview:

We are looking for a

Customer Support Executiv

e to manage and process customer support tickets efficiently in line with established processes and escalation rules. The ideal candidate will be detail-oriented, analytical, and proactive in ensuring that every customer inquiry or issue is handled accurately and on time.

This role involves analyzing open support tickets, prioritizing tasks, and processing or routing them according to pre-defined workflows. The candidate will also work closely with internal teams and the customer to ensure timely resolution and high customer satisfaction.

Key Responsibilities

Monitor and manage the support ticket queue daily to ensure timely responses. Analyze open tickets to determine category, priority, and next action steps. Process tickets based on defined business rules (assign, escalate, close, or request additional information). Maintain accurate and detailed documentation for every interaction. Follow Standard Operating Procedures (SOPs) to ensure consistency and compliance. Communicate clearly and professionally with customers to acknowledge requests, share updates, or seek clarification. Identify repetitive or high-impact issues and suggest improvements in product documentation or internal processes. Collaborate closely with technical, product, or operations teams to resolve complex cases. Track and report key performance metrics including ticket volume, resolution time, and SLA adherence. Support the creation of FAQs, help articles, or training material to reduce repetitive queries. Contribute ideas to improve customer experience and operational efficiency.

Required Skills & Qualifications

Bachelor's degree in any discipline (preferred: IT, Business Administration, or Communication). 1-3 years of experience in a customer support or operations role (experience in SaaS, digital services, or IT preferred). Strong analytical and problem-solving skills with the ability to identify trends or root causes. Excellent written and verbal communication skills in English. Proficiency in using ticketing or CRM tools (e.g., Freshdesk, Zendesk, Jira, HubSpot). Ability to multi-task, prioritize, and manage time effectively. A customer-first mindset with patience and empathy.

Preferred Attributes

Prior experience in B2B client support or technical customer service. Familiarity with SLA-driven environments and support metrics. Basic understanding of digital products or technology platforms. Team player with a positive attitude and ownership mindset.

What You'll Gain

Opportunity to work in a dynamic, global digital consulting company. Exposure to international clients and projects. Supportive, collaborative work environment with room for growth and learning. Competitive compensation with benefits like paid holidays, flexible hours, and health insurance.

Apply at career@kilowott.com

Job Types: Full-time, Fresher

Pay: ?18,000.00 - ?25,000.00 per month

Work Location: In person