Job Code: JSLP-3709
Industry: Computer Software
Location: Ernakulam
Job Title: Technical Support Executive
Job Summary: The Technical Support Executive provides technical assistance and troubleshooting support to customers using the company’s software products. The role involves diagnosing software issues, resolving user queries, installing and configuring applications, and ensuring customer satisfaction through effective technical guidance.
Responsibilities may include but are not limited to, confirm your Job Descriptions with the Interviewer:
- Respond to customer inquiries via phone, email, or chat to resolve software-related issues.
- Diagnose and troubleshoot software errors, configuration problems, and compatibility issues.
- Guide customers through software installation, setup, and upgrades.
- Escalate complex technical issues to higher-level support or development teams.
- Maintain accurate logs of customer interactions and technical resolutions.
- Collaborate with internal teams (Development, QA, Sales) to identify and resolve recurring issues.
- Provide feedback to improve product functionality and user experience.
- Train users on software features and best practices when required.
- Ensure timely follow-up and maintain high customer satisfaction levels.
Skills and Qualifications:
- Diploma/ BSC CS/ BCA/ B TECH (CS/EC) with minimum 1 year of relevant experience.
- Strong understanding of operating systems (Windows, macOS, Linux).
- Knowledge of databases, networking fundamentals, and web technologies.
- Excellent problem-solving and analytical skills.
- Strong communication skills (verbal and written).
- Customer-oriented attitude with patience and empathy.
- Familiarity with CRM or ticketing systems (e.g., Zendesk, Jira, Freshdesk) is an advantage.