Job Description – Technical Support Executive
Position: Technical Support Executive
Department: Customer Support
Location: Delhi (Okhla Phase-I)
Company: Entab Infotech Pvt. Ltd.
Experience: 1–3 Years
Employment Type: Full-Time
Job Summary
We are looking for a proactive and customer-focused Customer Support Executive to provide technical and functional support to our school clients. The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and the capability to resolve customer queries efficiently while ensuring high customer satisfaction.
Key Responsibilities
* Handle customer queries through phone calls, emails, remote support, and ticketing systems.
* Provide functional support for Entab's School ERP software and related products.
* Diagnose customer issues, troubleshoot problems, and provide timely resolutions.
* Escalate unresolved issues to the respective technical or development teams and ensure timely follow-up.
* Maintain accurate records of customer interactions, complaints, and resolutions in the CRM/ticketing system.
* Coordinate with internal departments to ensure prompt issue resolution.
* Conduct product demonstrations and user guidance whenever required.
* Assist customers with software usage, configurations, and basic troubleshooting.
* Ensure adherence to defined Service Level Agreements (SLAs).
* Prepare daily and weekly reports on customer issues and resolution status.
* Build and maintain strong relationships with clients to ensure customer satisfaction.
Required Skills
* Excellent verbal and written communication skills.
* Strong customer handling and interpersonal skills.
* Basic understanding of software applications and troubleshooting.
* Ability to multitask and prioritize work effectively.
* Good analytical and problem-solving skills.
* Proficiency in MS Office (Excel, Word, Outlook).
* Experience with CRM or ticketing tools will be an added advantage.
* Ability to work under pressure and meet response timelines.
Eligibility
* Bachelor's degree in any discipline.
* 1–3 years of experience in Customer Support, Technical Support, Helpdesk, or Client Servicing.
* Experience in the EdTech, ERP, SaaS, or Software industry will be preferred.
Preferred Qualities
* Positive attitude and customer-first approach.
* Quick learner with the ability to adapt to new technologies.
* Team player with excellent coordination skills.
* Willingness to travel for client visits, if required.
What We Offer
* Competitive salary
* Career growth opportunities within a rapidly growing EdTech organization.
* Learning and development programs.
* Supportive and collaborative work environment.
* Opportunity to work with leading educational institutions across India.
Work Location: In person
