Immediate joiner Required ## Should have work exp in development ##

Job Description:

As a Technical Support Executive, your role is to provide technical assistance and support to customers, ensuring their technical issues and inquiries are resolved effectively and in a timely manner. You will be responsible for troubleshooting software or hardware problems, providing product guidance, and delivering exceptional customer service to enhance customer satisfaction.

Responsibilities:

1. Customer Support:

• Respond to customer inquiries and technical issues via various channels such as phone, email, or chat.
• Provide prompt and accurate solutions to technical problems or questions.
• Ensure a high level of customer satisfaction through professional and courteous communication.

1. Troubleshooting and Issue Resolution:

• Diagnose and troubleshoot software, hardware, or network issues reported by customers.
• Guide customers through step-by-step solutions or escalate issues to the appropriate technical teams if necessary.
• Utilize remote desktop tools or other troubleshooting software to assist customers in resolving problems.

1. Product Knowledge and Guidance:

• Develop a deep understanding of the company's products or services.
• Stay updated on product features, upgrades, and known issues.
• Provide product guidance and explain technical concepts to customers in a clear and concise manner.

1. Documentation and Knowledge Base:

• Document customer interactions, including issues, solutions, and relevant details.
• Contribute to the creation and maintenance of a knowledge base with frequently asked questions (FAQs), troubleshooting guides, and best practices.
• Continuously update and improve the knowledge base to enhance self-service options for customers.

1. Escalation and Collaboration:

• Collaborate with internal teams, such as engineering or development, to resolve complex technical issues.
• Escalate unresolved issues or critical incidents to higher-level support or management when required.
• Provide clear and concise information to the escalation teams for efficient problem resolution.

1. Customer Feedback and Reporting:

• Gather customer feedback and insights on product usability, features, and enhancements.
• Share customer feedback with relevant teams to drive product improvements and bug fixes.
• Generate reports and maintain records of customer support interactions, including issue trends and resolution statistics.

1. Continuous Learning:

• Stay updated on industry trends, emerging technologies, and best practices related to technical support.
• Continuously improve technical skills and knowledge through training, certifications, or self-study.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience in technical support or a customer service role, preferably in a technology-related industry.
• Strong technical aptitude and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Patience and empathy when dealing with customers experiencing technical difficulties.
• Ability to explain complex technical concepts in a clear and understandable manner.
• Familiarity with ticketing systems or customer support software.
• Knowledge of common operating systems, software applications, and networking concepts.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Willingness to work in shifts, including evenings, weekends, or holidays, depending on the organization's support needs.
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