Customer Support Executive (CSE)

Magnet Brains Software Technology Pvt. Ltd is seeking a proactive and customer-focused Customer Support Executive (Technical Support) to deliver exceptional support experiences and ensure customer success with our SaaS products. The ideal candidate possesses strong technical aptitude and excellent communication skills to troubleshoot and resolve customer issues efficiently.

• Provide technical and functional support to customers through email, chat, and virtual meetings.
• Assist customers with product onboarding, setup, configuration, and adoption.
• Troubleshoot application, integration, configuration, and workflow-related issues.
• Analyze customer requirements and provide accurate, timely, and effective solutions.
• Identify configuration issues, user errors, and product defects, escalating cases with proper documentation when required.
• Address customer inquiries related to subscriptions, renewals, upgrades, billing, and account management.
• Ensure adherence to defined Service Level Agreements (SLAs) while managing multiple support requests.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions within support systems.
• Collaborate with Product, Development, and Customer Success teams to facilitate timely issue resolution.
• Continuously enhance product knowledge and stay updated on integrations, APIs, automation workflows, and industry best practices.
• Contribute to customer satisfaction, retention, and overall service excellence.

• Bachelor's degree in B.Tech, BCA, MCA, B.Sc. (Computer Science/IT), or an equivalent technical discipline.
• Strong understanding of APIs, REST APIs, Webhooks, OAuth, JSON, Postman, SaaS platforms, and automation workflows.
• Excellent written and verbal communication skills in English.
• Strong analytical, troubleshooting, and problem-solving abilities.
• High level of ownership, accountability, and attention to detail.
• Ability to manage customer interactions professionally and independently.