Language Requirement - MANDATORY
Fluency in both Tamil and English is mandatory for this position. You will be handling customer queries in both languages.
Job Overview
We are seeking a dedicated Customer Support Executive to join our team at Testloom Systems (Test Loom). You will be the first point of contact for our clients, helping them resolve technical queries related to our testing services. This role at Testloom requires excellent communication skills in both Tamil and English to serve our diverse client base across India.
Required Experience
- 1-3 years in customer support or technical support
- Experience in software/IT industry preferred
- Knowledge of testing concepts (basic level)
- Ticket management system experience
- Client relationship management
Language Skills (MANDATORY)
- Fluent in Tamil - Native or near-native level
- Fluent in English - Professional proficiency
- Excellent written communication in both languages
- Ability to explain technical concepts clearly
- Cultural understanding of Tamil-speaking clients
Key Responsibilities
- Handle customer queries via email, chat, and phone in Tamil and English
- Troubleshoot technical issues related to testing services and tools
- Provide guidance on testing processes and methodologies
- Document customer issues and maintain detailed records
- Escalate complex technical issues to appropriate teams
- Follow up with customers to ensure issue resolution
- Create and update knowledge base articles
- Assist with onboarding new clients and training sessions
Required Skills & Qualifications
- Bachelor's degree in any field
- Native/Fluent Tamil speaker - MANDATORY
- Professional English proficiency - MANDATORY
- Strong problem-solving and analytical skills
- Patience and empathy when dealing with customer issues
- Basic understanding of software testing concepts
- Proficiency in MS Office and Google Workspace
- Ability to work in a remote environment
Preferred Qualifications
- Experience with testing tools (Jira, TestRail, Postman)
- Knowledge of SaaS applications and cloud platforms
- Experience with CRM systems (Freshdesk, Zendesk)
- Basic understanding of APIs and web technologies
- Previous experience in technical support for software companies
- Customer service certifications