Customer Support Executive

Company OverviewInnoMaint is a cloud-based Enterprise Asset Management (EAM) and Computerized Maintenance Management System (CMMS) platform by Pinnacle Infotech, helping organizations digitize and streamline asset, maintenance, facility, and field-service operations.With solutions powered by IoT, automation, analytics, and mobile technology, InnoMaint enables businesses to improve asset performance, optimize maintenance workflows, and drive operational efficiency across industries.Position Name: Customer Support Executive (Software Product)Years of Experience: 3-4 yearsLocation- DurgapurQualification- Any DegreeNo. of open Position- 2Position Summary:Providing prompt, knowledgeable, and effective assistance for a cloud-based software platform.Resolve customer queries related to account setup, product functionality, integrations, and performance, while delivering a seamless support experience via email, chat, or phone.Technically proficient, customer-focused, and capable of translating complex concepts into simple, user-friendly solutions.Primary Skills:Expected Years of ExpAbility to explain Software product concepts and workflow.3-4 yrsLogical thinking and root cause analysis.3-4 yrsAbility to work through complex customer inquiries.3-4 yrsFamiliar in SaaS and web platforms.3-4 yrsManaging multiple tickets or chats efficiently.3-4 yrsPrioritize and manage the queries / issues.3-4 yrsDevelop strategies to retain clients and reduce churn.3-4 yrsMonitor customer satisfaction through surveys or feedback and take action to address issues.3-4 yrsSecondary Skills:Expected Years of ExpUnderstanding of CRM/helpdesk tools.3-4 yrsClear, concise verbal and written communication.3-4 yrsWorking closely with product teams.3-4 yrs

Job Responsibilities

Respond to customer inquiries via email, chat, phone, or ticketing systems.Documentation and writing skills.Diagnose and troubleshoot software issues, bugs, or user errors.Identifying the current and future business process.To do gap analysis.Escalate complex issues to the product development team.Provide onboarding support for new users.Create and maintain user guides, FAQs, and help documentation.Conduct product walkthroughs, webinars, or live training sessions.Interested candidates, kindly share your resume at sunitas@pinnacleinfotech.com