Job Code: JSLP-3709
Industry: Computer Software
Location: Ernakulam
Job Title: Technical Support Executive
Job Summary: The Technical Support Executive is responsible for providing timely and effective support to customers by troubleshooting technical issues, resolving queries, and ensuring customer satisfaction. This role involves handling support requests via phone, email, chat, or ticketing systems, and coordinating with internal teams to resolve complex issues.
Responsibilities may include but are not limited to, confirm your Job Descriptions with the Interviewer:
- Respond to customer inquiries and provide technical assistance via calls, emails, or chat.
- Troubleshoot hardware, software, network, and application-related issues.
- Log and track customer issues using ticketing systems (e.g., Zendesk, Freshdesk, JIRA).
- Escalate unresolved issues to higher-level support or engineering teams when necessary.
- Guide customers through step-by-step solutions, installations, or configurations.
- Document common technical problems and solutions in the knowledge base.
- Collaborate with cross-functional teams (sales, product, development) to resolve customer concerns.
- Ensure timely resolution of issues while maintaining a high level of customer satisfaction.
- Provide feedback to improve products, processes, and customer support experience.
- Stay updated with product knowledge, updates, and industry trends.
Requirements & Skills:
- Diploma/ BSc CS/ BCA/ B.Tech (CS/EC) with minimum 1 year of relevant experience.
- Strong knowledge of operating systems (Windows, macOS, Linux) and common applications.
- Familiarity with networking concepts (LAN, WAN, TCP/IP, VPN).
- Basic understanding of databases, cloud platforms, and troubleshooting methodologies.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to work in shifts and handle pressure situations.
Key Competencies:
- Customer-focused mindset
- Patience and active listening
- Technical aptitude and quick learner
- Team player with a collaborative attitude
- Time management and multitasking skills