Software/Backend Support Executive (UK Process)

We are looking for a customer-focused Software Backend Support executive to provide high-quality voice, email, and chat support to customers across the United Kingdom.
As Backend Support Executive, you will be the first point of contact for customers experiencing technical issues with their systems. You will troubleshoot product-related concerns, provide technical guidance, resolve Level 1 issues, and escalate complex cases to senior technical teams while delivering an outstanding customer experience.
This role combines excellent communication skills with strong troubleshooting abilities. You will work closely with Engineering, Field Service, Warranty, Customer Success, and Sales teams to ensure customers receive timely and effective support.
A key measure of success will be your ability to resolve customer issues on the first contact, maintain excellent customer satisfaction scores, meet UK service-level agreements (SLAs), and provide professional support during every interaction.
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Key Responsibilities
* Serve as the first point of contact for UK customers through inbound and outbound voice calls, email, and live chat.
* Deliver professional customer service while maintaining a clear, courteous, and empathetic communication style suitable for UK customers.
* Diagnose hardware, software, networking, and connectivity issues using remote tools.
* Assist installers and end users with commissioning, product configuration, firmware updates, and system setup.
* Guide customers through troubleshooting procedures over the phone.
* Accurately log all customer interactions, troubleshooting steps, resolutions, and follow-up actions within the CRM/ticketing system.
* Meet agreed response and resolution targets while adhering to UK customer service standards and SLAs.
* Coordinate with Field Service and Logistics teams for onsite support or replacement equipment when required.
* Provide basic product education and best-practice guidance to customers and installers.
* Contribute to the knowledge base by documenting common issues and solutions.
* Maintain up-to-date knowledge of new products, firmware releases, and renewable energy technologies.
* Follow company health & safety, GDPR, quality, and information security policies.
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Required Qualifications
* Previous experience in a UK Voice Process, Technical Support, Help Desk, Service Desk, Contact Centre, or Customer Support role.
* Experience supporting software and connectivity issues is highly desirable.
* Excellent spoken and written English with a neutral or UK-friendly communication style.
* Strong telephone etiquette and active listening skills.
* Ability to explain technical information clearly to customers with varying levels of technical knowledge.
* Good understanding of solar PV systems, hybrid inverters, batteries, or electrical systems.
* Basic knowledge of networking concepts including Wi-Fi, Ethernet, and remote connectivity.
* Strong analytical and troubleshooting skills.
* Experience using CRM systems, ticketing tools, and remote support applications.
* Ability to manage multiple customer cases while maintaining accuracy and professionalism.
* Strong teamwork, adaptability, and problem-solving skills.
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Experience- 2-4 years
Salary - 4.5-6 LPA
Location- Gurgaon
Education
* Bachelor's Degree or Diploma
* Well Spoken and Written English
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Employment Details
Role: Software Backend Support Executive UK Process
Industry Type: Renewable Energy / Solar Energy / Electrical Equipment Manufacturing
Department: Electrical Equipment & Customer Operations
Employment Type: Full-Time, Permanent
Role Category: Voice Process / Technical Support
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Working Hours
* 5-day working week with rotational shifts aligned to UK business hours.
* Willingness to work evening, weekend, or bank holiday shifts as required.
* Flexibility to provide after-hours support during peak operational periods.
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Company Name- HL Global Marketing Pvt Ltd
Address- Unit No. 102 (B), 1st Floor,
Vipul Business Park, Sohna Road, Sector 48,
Gurugram-122018
Phone : 0124-4642878, 9560503727
How to Apply
Interested candidates can send their updated CV to info@hlglobalmarketing.com along with a brief cover letter highlighting their experience. For more information,
Contact +91 95605 03727
Role: Customer Service
Industry Type: Electrical Equipment
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success, Service & Operations - Other
Education UG: Diploma in Any Specialization
Key Skills Skills highlighted with ‘‘ are preferred key skills

Work arrangement
No