Customer Support Executive (CSE) – job post – Caliper Business Solutions Pvt Ltd – Full Job Description

Company: Caliper Business Solutions Pvt Ltd
Location: Kasturinagar, Bengaluru, Karnataka
Job Type: Fresher, Full-time
Salary: ₹23,000 – ₹25,000 a month

Role Overview: Trainee Program

As a Junior Trainee – Support Executive, you will assist the customer support team in handling client queries, troubleshooting issues, and ensuring smooth onboarding for users of our SaaS platform. This role will provide hands-on experience in customer interaction, ticket resolution, and SaaS product support.

Key Responsibilities:

• Customer Support & Issue Resolution
  • Assist in responding to customer inquiries via email, chat, or ticketing systems.
  • Log, track, and escalate customer issues as per company guidelines.
  • Support troubleshooting basic software-related issues and provide solutions.
  • Ensure timely follow-ups and maintain customer satisfaction.
• Documentation & Knowledge Base Management
  • Update and maintain FAQs, help guides, and internal knowledge base articles.
  • Assist in creating Standard Operating Procedures (SOPs) for common support tasks.
  • Gather customer feedback to improve documentation and user experience.
• Product Learning & Testing
  • Gain an understanding of the company’s SaaS product and features.
  • Assist in product testing to identify bugs and report findings to the development team.
  • Provide insights to improve UI/UX and overall user experience.
• Performance Monitoring & Reporting
  • Track customer satisfaction scores (CSAT) and support response times.
  • Assist in monitoring ticket resolution timelines and reporting key trends.
  • Support in data entry and maintaining customer interaction logs.
• Cross-Functional Collaboration
  • Work closely with senior support executives and product teams to enhance customer experience.
  • Collaborate with the onboarding team to help new customers set up their accounts.
  • Provide input on common customer pain points to improve product functionality.

Required Skills & Tools:

• Basic understanding of SaaS platforms and customer support operations.
• Strong communication skills (verbal and written).
• Familiarity with ticketing systems (Jira, Zendesk, Freshdesk, or similar).
• Proficiency in MS Office (Excel, Word, PowerPoint) & Google Workspace.
• Problem-solving mindset and willingness to learn new tools and processes.
• Ability to work in a fast-paced, team-oriented environment.

Educational Background:

• Bachelor’s degree in STEM, Business Administration, Communication, or a related field.
• 6 months to 1 year Experience in Technical Support.

Key Performance Indicators (KPIs):

• Response Time & Resolution Rate: Adherence to support timelines.
• CSAT Score: Maintaining high customer satisfaction levels.
• Knowledge Base Contribution: Updating and maintaining accurate support documentation.
• Accuracy in Issue Escalation: Ensuring proper reporting and tracking of bugs.

Trainee Program Benefits:

• Hands-on experience in SaaS customer support & technical troubleshooting.
• Exposure to working in a fast-growing technology company.
• Training on industry-leading support tools & SaaS best practices.
• Opportunity for full-time employment based on performance

Job Types: Full-time, Fresher

Pay: ₹23,000.00 – ₹25,000.00 per month

Schedule: Day shift

Work Location: In person