|Ahmedabad candidates only| Customer Support Executive |Tech Support|

Important Note: We are only looking for candidates who are already in Ahmedabad or can move to Ahmedabad on an immediate basis.

Job Title: Customer Support Executive / Technical Support Executive

Company: MLVeda.com

Location: Ahmedabad, GJ (Working from Office, Science City Road)

Employment Type: Full-time

Work Experience: 1 to 3 years of experience is preferred (Freshers also can apply)

Salary: INR 25,000 to INR 35,000 Monthly (plus a performance-based annual bonus)

About MLVeda:

MLVeda is a fast-growing SaaS firm that focuses on commerce enablement. We create scalable and user-friendly apps and solutions in various platforms like Shopify, Thinkific, Wix, etc., to enhance conversion and revenue. Our company has been operating for over 10 years and has offices in Ahmedabad (GJ, India), and Raleigh (NC, US). We are an equal opportunity employer committed to providing an inclusive environment for all employees.

Job Description:

We are seeking a highly motivated Customer Support Executive to join our team. The ideal candidate should have excellent communication skills, be comfortable with chat and voice support, and be able to provide product demos. We also look for individuals with integrity, a hunger for learning, an action-bias, ownership, and humility. Prior experience working with SaaS or technology is a plus.

Responsibilities:

• Address customer inquiries in a timely and accurate manner via email, chat, or phone.

• Conduct product demos for customers.

• Develop and implement customer success strategies to enhance customer retention, product adoption, and overall satisfaction while reducing customer churn.

• Upsell and cross-sell other apps and solutions based on customer intent and requirements.

• Collect customer feedback and provide it to the product teams. Also, assist in prioritizing it.

• Collaborate with developers and other team members daily.

• Obtain 5-star reviews for our apps in the app store.

• Stay informed about new apps and products launched by the company.

• Multitask and make quick decisions independently.

Requirements:

• Excellent written and spoken English communication skills.

• Possess composure and patience with customers.

• Friendly, energetic, and approachable individuals who understand the importance of excellent customer service.

• Ability to work with tech tools such as Excel, Word, etc.

• Ability to work in shifts, including nights and weekends, and adjust work schedules according to customer needs.

• Ability to support customers globally. Our customers are mainly from the Americas, Europe, and ANZ.

• Great empathy, patience, and customer understanding.

• Top-notch attention to detail.

• Excellent problem-solving and troubleshooting skills.

• Proven track record of driving customer satisfaction and retention.

• Familiarity with SaaS/metrics such as LTV, churn rate, etc. (Nice to have)

• Basic understanding of HTML and CSS (Nice to have)

Education & Experience:

• 1 to 3 years of experience in customer success, account management, or a similar role.

• A bachelor's degree in Business, Marketing, or Engineering.

Work Hours:

This role involves working night shifts and weekends. We are looking for people comfortable working with US/European/ANZ clients during their working hours.

If you are interested in joining a dynamic and fast-growing SaaS firm focused on commerce enablement, please submit your resume and cover letter. We look forward to hearing from you