| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Entry level |
| Reports to | Customer Support Team Leader |
| Direct reports | None |
| Experience | Fresher or up to 2 years in customer support |
Customer Support Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Customer Support Executive
Department: Customer Support
Reports to: Customer Support Team Leader
Location: [City], [office, branch or site]
About the role
A Customer Support Executive resolves customer queries and issues across calls, chat, email or tickets. They understand the problem, troubleshoot or complete the request, and close it to the customer's satisfaction while keeping records accurate. They are the front line of the support desk. A good Customer Support Executive resolves issues at first contact where possible, troubleshoots patiently, keeps quality and compliance on every contact, updates tickets accurately, and consistently meets their resolution, quality and productivity targets.
Key responsibilities
- Handle customer queries and issues across calls, chat, email or tickets.
- Understand the problem, troubleshoot, and resolve or complete the request.
- Close each ticket to the customer's satisfaction and confirm resolution.
- Update the ticket and customer record accurately at every step.
- Follow the process, troubleshooting steps and compliance rules on each ticket.
- Escalate complex issues to a senior or specialist correctly.
- Use the knowledge base and keep product knowledge current.
- Meet resolution, quality and productivity targets for the role.
- Follow schedule and break adherence so the queue stays covered.
- Flag recurring issues to the team leader for a permanent fix.
Requirements
- Class 12 pass or a graduate
- Clear communication skills
- Basic computer and typing skills
- Fresher or up to 2 years in customer support
KRAs and KPIs for a Customer Support Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Resolution | First-contact resolution at or above the target |
| Quality | Quality scores on audited contacts above the target |
| Turnaround | Tickets resolved within the turnaround target |
| Productivity | Contacts handled per shift at or above the standard |
| Accuracy | Tickets and records updated accurately |
Skills and tools
Tools used day to day: Ticketing platform, CRM, Telephony and chat, Knowledge base, MS Office basics.
Reporting line and career path
Next roles: Senior Customer Support Executive, Customer Support Team Leader, Technical Support Executive
Interview questions for a Customer Support Executive
- How do you troubleshoot a customer issue you have not seen before?
- How do you resolve a ticket at first contact?
- How do you keep quality high while meeting productivity targets?
- When do you escalate an issue instead of solving it yourself?
- How do you keep your tickets and records accurate?
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What does a Customer Support Executive do?
A Customer Support Executive resolves customer queries and issues across calls, chat, email or tickets. They understand the problem, troubleshoot or complete the request, and close it to the customer's satisfaction while keeping records accurate. They resolve at first contact where possible, escalate complex issues correctly, and meet resolution, quality and productivity targets.
What is the difference between customer support and customer service?
Customer support usually focuses on resolving specific problems and requests, often technical, through tickets and troubleshooting. Customer service is broader, covering general queries, requests and the overall relationship. The two overlap heavily and titles vary by company. In both, agents help customers, follow a process, and are measured on quality and resolution.
What qualifications does a Customer Support Executive need?
A class 12 pass or a graduate degree with clear communication and basic computer skills is usually enough. No prior experience is needed for many roles. Employers value patience, troubleshooting ability, and accuracy in updating tickets. It is a common first job, and strong performers move up to senior, team leader or technical roles.