Executive - Customer Support (1-3 yrs) Gurgaon/Gurugram (After-Sales/Customer Service)
Ladder of Changes
Gurgaon, Haryana
Permanent
Full-time
2 months ago
Customer Support Executive (247 VMware & Zoho Support) Key Responsibilities:- Provide real-time support to customers via email, chat, or calls for VMware Workspace ONE and Zoho products.- Troubleshoot technical issues, resolve configuration errors, and assist with product usability.- Work closely with internal technical teams for escalations and follow-ups.- Maintain detailed documentation of client issues and resolutions in ticketing systems.- Ensure timely response and resolution within agreed SLAs.- Participate in knowledge base creation and internal support documentation.- Escalate unresolved issues promptly to appropriate teams.- Ensure a smooth handover during shift changes.Required Skills & Qualifications:- 1-3 years of experience in customer or technical support, preferably in IT/Software domains.- Familiarity with VMware Workspace ONE UEM/EUC platforms and Zoho CRM, Zoho Desk, Zoho People or other Zoho apps.- Strong communication and interpersonal skills.- Ability to work independently and handle shift-based operations.- Proficiency in English (spoken and written).- Experience with ticketing systems (e.g., Zoho Desk, Freshdesk, Jira) is an advantage.- Basic knowledge of mobile device management, SaaS platforms, and cloud apps preferred.Education:- Bachelor's degree in Computer Science, IT, Business Administration, or related field.- VMware Workspace ONE or Zoho certifications will be a strong plus. (ref:updazz.com)