Customer Support Executive jobs in Surat
A customer support executive job in Surat where you solve rather than deflect: be the fast, human answer sellers get when their operations are on the line.
When a seller has a problem, how fast and how well we answer is the entire relationship. These are businesses running their dispatch, their returns and their money through Robnu, so a stuck order at four in the afternoon is not a ticket, it is a parcel about to miss its deadline. As a Customer Support Executive in Surat you are that answer: you reply quickly, you work out what has actually gone wrong, and you stay with it until the seller is unstuck. This is a hands-on support role for someone who takes pride in leaving every seller better than they found them, and who would rather understand a problem than close a ticket.
Also advertised as Customer support executive, Customer service executive, Support executive, Technical support executive, Customer support job in Surat. It is the same role, in Surat, at the company that builds Robnu.
What the job actually looks like
A list of requirements tells you who we want. This tells you what you would be doing on a Tuesday.
Clearing the queue across chat, email and phone, starting with whatever is blocking a seller from dispatching today.
Diagnosing real problems: an order that will not process, a label that has not come back, a payout that looks short, a claim with no update.
Reproducing an issue yourself before escalating it, so engineering gets a fault rather than a feeling.
Following an escalation through to closure, and telling the seller yourself once it is fixed.
Writing the answer down once, so the same question is faster to solve next time.
What you'll do
- Answer seller queries across chat, email and phone, quickly, clearly and correctly.
- Diagnose the real problem: a stuck order, a settlement question, a claim status, an onboarding hiccup.
- Escalate cleanly to product or engineering when you cannot solve it yourself, and follow it through to closure.
- Write help content and canned answers, so a question is only hard the first time anybody asks it.
- Spot patterns: if ten sellers hit the same issue, you are the one who flags it rather than answering it ten times.
- Tell a seller the truth about a timeline, including when it is longer than they hoped.
Who you are
- 1+ year in a customer support role, ideally for a software or ecommerce product.
- Patient, clear and genuinely helpful: you solve, you do not deflect.
- Fluent written and spoken English and Hindi; Gujarati is useful with Surat sellers.
- Organised: you keep tickets moving and nothing falls through the cracks.
- Curious enough to open the dashboard and look, rather than forwarding the question onward.
Nice to have
- Familiarity with marketplace operations or seller tools.
- Experience with a helpdesk such as Zendesk, Freshdesk or Intercom.
- You have written help documentation and watched it shrink the queue.
What candidates ask us first
On-site in Surat. Support here depends on being able to turn to the person who knows the answer, and on hearing what the rest of the team is seeing that day.
All three. Most of it is chat and email, with calls when a seller is stuck mid-dispatch and typing is too slow.
No degree or coding needed, but you do need to be comfortable opening a dashboard, following an order through its stages and working out where it stopped. We will teach you the marketplace side.
Neither. It is product support for one product, Robnu, serving Indian sellers in Indian hours. You own problems rather than reading from a decision tree, and shift details are discussed openly in the interview.
A marketplace changes something on their side and several sellers hit the same wall at once. The job then is to work out quickly what is common to them, tell everyone affected honestly where things stand, and get engineering the one clear reproduction they need.
Use the form on this page. It goes straight to the Onviqa hiring inbox, with no applicant tracking system in between, and we read every application ourselves.
Apply for Customer Support Executive
Your application goes straight to the Onviqa hiring inbox, no ATS black hole. We read every one ourselves. Tell us honestly about your experience and why this role fits you.
We hire deliberately, so a reply may take a little while. If there is a fit, we will reach out.
Onviqa Inc. · Surat, India · [email protected]