We are looking for a motivated and customer-focused B2B Support Executive to join our team. The ideal candidate will be responsible for providing support to business clients, addressing their queries, troubleshooting issues, and ensuring they receive timely and effective solutions.

As a B2B Support Executive, you will play a key role in maintaining strong relationships with our business clients, assisting them in resolving issues, and ensuring that services and products meet their needs. This role requires strong communication skills, problem-solving abilities, and a deep understanding of business processes and customer service.

Key Responsibilities:

1. Client Support & Relationship Management:

• Provide exceptional support to B2B clients through multiple communication channels (phone, email, live chat, etc.).
• Serve as the primary point of contact for client inquiries, issues, and requests.
• Resolve client issues and concerns promptly, ensuring a high level of customer satisfaction.
• Build and maintain strong, long-term relationships with business clients to ensure continued partnership and success.

2. Product/Service Troubleshooting & Assistance:

• Assist clients with product/service-related inquiries, troubleshooting issues, and ensuring proper usage.
• Collaborate with internal teams (e.g., technical, product, or sales teams) to find solutions to client issues.
• Escalate complex or unresolved issues to appropriate departments for further investigation.
• Provide clients with training, product demos, and tutorials to maximize the value they get from the product or service.

3. Order Processing & Service Management:

• Assist in order processing, renewals, and service requests from B2B clients.
• Monitor and manage client accounts, subscriptions, and billing issues, ensuring timely updates and resolutions.
• Track and update service performance metrics to ensure client expectations are met.
• Coordinate with internal teams to ensure timely delivery of products/services as per client agreements.

4. Reporting & Documentation:

• Maintain detailed records of client interactions, issues, and resolutions in the CRM system.
• Generate reports on client satisfaction, support tickets, and service performance to ensure high levels of quality and responsiveness.
• Provide regular feedback to management on recurring issues, customer concerns, and opportunities for improvement.

5. Continuous Improvement & Knowledge Sharing:

• Continuously monitor and evaluate customer service processes for potential improvements.
• Stay updated on the latest product updates, services, and business offerings to effectively support clients.
• Collaborate with sales and marketing teams to ensure consistent messaging and alignment in client communications.

Required Skills & Qualifications:

Must-Have Skills:

• Strong communication skills, both verbal and written.
• Excellent problem-solving and analytical skills to handle client issues effectively.
• Experience with CRM software (e.g., Salesforce, Zendesk, HubSpot, etc.) for managing customer interactions and support tickets.
• Ability to work under pressure, managing multiple client issues at once while maintaining a high level of service.
• Detail-oriented and organized in managing client accounts and support queries.

Preferred Skills (Nice to Have):

• Previous experience in B2B customer support or technical support roles.
• Familiarity with business processes, contracts, and client relations in a B2B setting.
• Experience with customer satisfaction metrics and performance tracking.
• Knowledge of industry-specific products/services (if applicable to your business, e.g., SaaS, manufacturing, IT, etc.).

Eligibility & Experience:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• 1-3 years of experience in B2B customer support, account management, or a related role.
• Experience with business software and tools used in B2B environments (e.g., ERP systems, customer portals, etc.).

Why Join Us?

• Opportunity to work in a dynamic B2B environment with a growing company.
• Exposure to innovative products and services, providing you with valuable industry knowledge.
• A supportive and collaborative work culture where your contributions will have a direct impact on business success.
• Competitive salary and benefits, with opportunities for professional growth and development.

About the company

Started in 2015, upGrad is one of Asia’s largest integrated Learning, Skilling, and Workforce Development Majors. It offers a range of online & hybrid skilling, pathway and study abroad courses, Certifications, and Bootcamps under its B2C portfolio. It also facilitates top Indian and global universities to offer their Diploma, Master’s and Executive Doctorates. Additionally, select programs are tailored for Enterprise clients under the corporate skilling division, along with other recruitment and staffing services. 

Origin: Co-founded by Ronnie Screwvala, Mayank Kumar, and Phalgun Kompall, upGrad was born to bridge the gap between imparting skills and employability, and is committed to providing affordable, accessible and high-quality lifelong learning at scale to millions worldwide. It caters to the end-to-end learning requirements of freshers to seasoned professionals in the age group of 18-60+ years who would use constant learning to enhance their skill sets while also receiving career acceleration.