Job Title: Technical Customer Support Executive
Location: Borivali West
Experience: 1–3 Years (Freshers with excellent communication skills may also apply)
Employment Type: Full-time
Job Summary
We are looking for a customer-focused and technically skilled Technical Customer Support Executive to provide prompt assistance to customers by resolving technical issues related to our products and services. The ideal candidate should possess strong troubleshooting abilities, excellent communication skills, and a customer-first approach. Knowledge of the stock market and stock broking industry is mandatory. Candidates with a financial services or stock broking background will be preferred.
Key Responsibilities
- Respond to customer queries via phone, email, chat, or remote support.
- Diagnose, troubleshoot, and resolve hardware, software, and application-related issues.
- Guide customers through step-by-step solutions to resolve technical problems.
- Escalate complex technical issues to the appropriate internal teams when required.
- Log, track, and update customer issues in the ticketing system.
- Ensure timely resolution of customer complaints while maintaining high customer satisfaction.
- Install, configure, and support software applications remotely, where applicable.
- Coordinate with the Development, QA, and Product teams to resolve recurring issues.
- Maintain accurate documentation of customer interactions and technical solutions.
- Assist in preparing user guides, FAQs, and knowledge base articles.
- Follow up with customers to ensure issues have been resolved successfully.
- Meet defined Service Level Agreements (SLAs) and performance metrics.
Required Skills
- Strong troubleshooting and analytical skills.
- Good understanding of Windows operating systems and Microsoft Office.
- Basic knowledge of networking concepts (LAN/WAN, TCP/IP, DNS).
- Familiarity with remote desktop tools and ticketing systems.
- Excellent verbal and written communication skills.
- Strong customer service orientation and problem-solving ability.
- Ability to work independently as well as in a team.
- Willingness to work in rotational shifts, if required.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with CRM or Help Desk software.
- Knowledge of SQL, databases, or cloud applications is an added advantage.
Preferred Experience
- 1–3 years of experience in Technical Support, IT Help Desk, or Customer Support.
- Experience supporting desktop applications, web applications, or SaaS products is preferred
Pay: ₹10,750.41 - ₹37,414.02 per month
Work Location: In person
