Customer Support Executive

The Role:

The Technical Customer Support Executive is a key member of the Customer Support team, collaborating closely with operations, product, and sales. This role supports end users and account managers through onboarding, query management, and issue resolution. It is responsible for delivering high-quality technical and data support by owning customer cases end-to-end ensuring timely responses, effective troubleshooting, clear documentation, and proactive escalation while consistently providing a reliable and professional client experience.

Responsibilities:

• Own and manage customer support cases from initial intake through resolution, ensuring excellent customer service and issue resolution.
• Escalate complex issues to appropriate internal teams while maintaining ownership and driving cases to completion.
• Document customer interactions, troubleshooting steps, resolutions, and key findings in the ticketing system.
• Create and maintain internal knowledge base content and documentation for recurring issues and best practices.
• Collaborate closely with Product, Engineering, Operations, Customer Success, and Account Management teams to deliver seamless customer experience.
• Provide frontline support for ISI data, platforms, and tools by diagnosing and resolving user issues.
• Collect customer feedback, identify trends, and share insights that contribute to product and process improvements.
• Maintain clear and professional communication with customers and internal stakeholders while adhering to company policies and operational expectations.

Requirements:

• Well-versed in English (both verbal and writing)
• University student or recent graduate in Economics, Finance, or a related field.

What we offer:

• Part-time employment contract (20 hours - week) and excellent remuneration package
• Excellent working environment in an international company
• Ability to work and collaborate, share knowledge and experience with many professionals within the company.
• Work-life balance/Hybrid work (1 day per month at office)

About ISI

ISI is a truly international business with over 700+ employees based across 20 locations. We have a proud 30-year history as the leading provider of data, analysis and research on the world’s fastest-growing and highest potential growth markets.

Our culture is centered around our people, and we pride ourselves on supporting our employees to be the best they can be. Working for us means being part of a supportive environment and a great team of professionals.

All job applicants will be treated with strict confidentiality. Only short-listed candidates will be contacted.

For more information, please visit our website: