Customer Support Executive - L1 (Blended Process: Email + Voice)

This is NOT a generic script-reading call center job. We are looking for a sharp, highly organized L1 Customer Support Executive to manage our Zoho Desk ticketing system and act as a true brand ambassador for Probots. You will be the first point of contact for our customers across India, handling B2B corporate queries, order tracking, and product questions via email and phone.

You do not need to be an engineer to succeed in this role, but you must be willing to learn our catalog. You are the gatekeeper: your job is to solve simple issues immediately, maintain our highly professional brand tone, strictly follow our custom ticketing processes, and escalate complex hardware/pricing queries to our Engineering and Sales teams.

Responsibilities

• Brand & Communication (Non-Voice): Act as the professional face of Probots. Write clear, structured, and grammatically correct emails to corporate clients and B2B buyers using Zoho Desk.
• Customer Calls (Voice): Confidently speak with customers across India in Hindi and English to clarify confusing emails, explain shipping delays, or confirm order details.
• Process Obsession: Strictly follow our internal Zoho Desk workflows. You must accurately tag tickets, use the correct statuses (like "Waiting on Client"), and respect strict 24-48 hour SLAs.
• Continuous Upskilling: Proactively learn our 6,000+ SKU catalog so you can actually understand what the customer is building. We expect you to constantly leverage AI tools (like ChatGPT) and modern software to improve your email writing and work faster.
• Escalation Routing: Accurately identify complex hardware troubleshooting issues or large corporate RFQs and assign them to the correct internal teams.

Requirements

• Language (Mandatory): Fluency in Hindi (spoken) and excellent English (written). You must be able to draft professional, typo-free emails and speak comfortably on the phone.
• The "Anti-Generic" Mindset: You are a critical thinker. You do not just copy-paste answers; you read the customer's problem, investigate the solution, and reply with care.
• Tech-Savvy & AI-Curious: You are fast at navigating web dashboards, comfortable with computers, and eager to use AI and new software to improve your daily workflow.
• Experience & Education: 0 to 2 years. Any Bachelor's degree or Diploma.
• Location: Must be able to commute to our Bangalore office daily (In-person role).

Bonus Points (Nice-to-Have):

• Prior experience with helpdesk software (Zoho Desk, Zendesk, Freshdesk) or e-commerce dashboards.
• A personal hobbyist interest in DIY electronics, Arduino, or robotics.

Benefits

What We Offer (Benefits)

• Fixed Day Shifts: No rotating schedules or night shifts (10:00 AM to 6:00 PM, Monday to Saturday).
• Skill Growth: You won't be stuck on a phone dialer. You will learn modern B2B SaaS tools, e-commerce operations, and how to use AI for business communication.
• Stability & Growth: Join a profitable, 15-year-old bootstrapped company where your career can grow alongside the business.
• Great Environment: A streamlined, noise-free work environment where you will learn directly from experienced seniors and engineers.