Customer Support Representative

Job Description

Job SummaryWe are seeking a proactive and customer-focused Customer Support Executive with experience handling US customers. The ideal candidate should possess excellent communication skills, a customer-first mindset, and the ability to identify opportunities for upselling and cross-selling while delivering exceptional technical support.Key Responsibilities
• Provide excellent customer support to US-based customers via phone, email, and chat.
• Resolve customer queries, complaints, and technical issues efficiently.
• Deliver first-level technical support and escalate complex issues when required.
• Identify opportunities for upselling and cross-selling products and services.
• Analyze customer requirements and recommend suitable solutions.
• Monitor customer interactions and contribute to improving customer satisfaction.
• Maintain accurate customer records and update CRM systems.
• Collaborate with internal teams to ensure timely issue resolution.
• Meet customer satisfaction, quality, and productivity KPIs.
• Prepare and analyze sales and customer interaction reports to identify trends and opportunities.
Mandatory Skills
• 1 to 5 years of experience in Customer Support (US Process).
• Experience supporting US customers is mandatory.
• Excellent verbal and written English communication skills.
• Strong Upselling and Cross-selling skills.
• Hands-on experience in Technical Support.
• Ability to perform Sales Analysis and identify revenue opportunities.
• Experience using CRM tools such as Salesforce, Zendesk, or similar platforms.
• Strong problem-solving and customer-handling skills.
• Ability to work independently in a fast-paced environment.
• Comfortable working in US Shift (Night Shift).
Preferred Qualifications
• Graduate in any discipline.
• Experience in BPO, SaaS, IT Services, or Customer Success is preferred.
• Familiarity with customer support metrics such as CSAT, FCR, AHT, and SLA.

Keyskills :
upsellingcross sellingcustomer supporttechnical salestechnical support