Client Success Executive

We are looking for a skilled candidate for the position of “Technical Support & Sales Executive for SAAS”. The applicant must have excellent interpersonal skills and in-depth knowledge of SaaS software products. Also, he/she should later troubleshoot and resolve technical issues that arise on the user’s end.

The candidate will talk to the customers directly and create well-structured documentation of the problem if required. This part of the job requires excellent written and verbal communication skills.
  • Ability to understand, learn and then identify software issues within the system.
  • Able to extract the main problem from the queries and complaints of customers.
  • Hold conversations with clients via phone, live chat, or email until the problem is resolved.
  • Promptly report any unresolved problems to concerned teams, e.g., software developers.
  • Follow up with customers to ensure their problems do not occur again and that the fix is permanent. 
  • Document technical knowledge in tools provided by the company.
  • Probe and discover the needs of the customer and recommend the appropriate products using features and benefits.
  • Provide customers with a positive sales and service experience.
Skills Required: Technical Skills:
  • A Bachelor’s degree in IT with 4 years of education will be preferred or at least 14 years of education with an IT Certification.
  • Prior experience as a technical support Executive.
  • Good understanding of computer systems and ability to guide another person through them.
  • Familiarity with remote desktop applications like Anydesk and Teamviewer.
  • Certification in Microsoft, Linux, Cisco, or similar technologies is a bonus.
Soft Skills:
  • Strong communication skills
  • Patience 
  • People person
  • Attention to detail and problem-solving skills
  • Ability to communicate troubleshooting steps in layman’s terms (to the customer)
  • Team player
  • Problem solver
  • Self-Motivating 
  • Dedicated and consistent
  • Quick learner
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