About the Role
We are looking for a Technical Support Executive to assist customers in resolving technical issues related to our products/services. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for delivering outstanding customer experiences.
Key Responsibilities
- Respond to customer queries via phone, email, chat, or ticketing systems in a timely and accurate manner
- Diagnose and troubleshoot technical issues related to software, hardware, or network problems
- Guide customers through step-by-step solutions, ensuring clear and simple communication
- Escalate unresolved issues to the appropriate internal teams (Level 2/3 support, engineering, etc.)
- Log and track all customer interactions and technical issues in the CRM/ticketing tool
- Maintain and update the knowledge base with common issues, solutions, and FAQs
- Follow up with customers to ensure their issues are fully resolved
- Identify recurring issues and provide feedback to product/engineering teams for improvement
- Meet or exceed defined SLAs (Service Level Agreements) for response and resolution time
- Provide remote assistance using tools like TeamViewer, AnyDesk, or similar, where applicable
- Educate customers on product features and best practices to prevent future issues
- Stay updated on product releases, updates, and known issues
Required Skills & Qualifications
- Bachelor's degree in IT, or related field (or equivalent practical experience)
- 1–3 years of experience in a technical support, helpdesk, or customer service role
- Strong understanding of operating systems (Windows/macOS/Linux), networking basics, and common software applications
- Excellent verbal and written communication skills
- Strong analytical and troubleshooting abilities
- Ability to explain technical concepts to non-technical users
- Familiarity with ticketing systems (Zendesk, Freshdesk, Jira Service Desk, etc.)
- Ability to multitask and work under pressure in a fast-paced environment
- Customer-first mindset with patience and empathy
Pay: ₹20,000.00 - ₹35,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
