Technical client support executive

Job Description

• Key Responsibilities:
• Provide post-implementation support to clients for THS ERP solutions
• Act as the primary point of contact for day-to-day client queries and issues
• Log, track, and follow up on support tickets ensuring timely resolution within SLAs
• Coordinate with internal teams (Support, Product, Implementation) for issue resolution
• Assist clients in system usage, troubleshooting, and basic configuration guidance
• Conduct user training sessions and product walkthroughs for better adoption
• Ensure regular follow-ups with clients to maintain engagement and satisfaction
• Monitor client usage and proactively identify adoption gaps
• Support renewal processes by maintaining client data and follow-ups
• Identify early signs of dissatisfaction and escalate risks proactively
• Collect and document customer feedback for product and service improvements
• Maintain accurate records in CRM and support tools
• Qualifications:
• Bachelor’s degree in Business, IT, Computer Applications, or related field
• Basic understanding of ERP / SaaS products (HRMS, Education, Hospitality preferred)
• Strong communication and client-handling skills
• Problem-solving mindset with ability to coordinate across teams
• Familiarity with CRM tools (Zoho, Salesforce, etc.) and ticketing systems (Freshdesk, Zendesk, etc.)
• Proficiency in MS Office (Excel, Word, PowerPoint)
• Ability to manage multiple clients and prioritize tasks effectively
• Willingness to learn and grow in a customer-facing role
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Qualifications

Skills Required

Interview Process

• Resume-Screening-Round
• technical Round (Face To Face )
• HR-Round (Face To Face )