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Customer Support Executive

BETSOL

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
  • 0 -1 year 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
  • Graduate in any discipline • Relevant experience may be considered in lieu of formal education
  • 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

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 betsol.com