- Job Title: Helpdesk Executive
Candidate Background
Experience: 2-3 years of experience in customer support or IT helpdesk roles. Personality Type: Patient, empathetic, and solution-oriented. Qualification Requirement: Bachelor's degree in Computer Science, Information Technology, or related field. Any Other Details: Experience in providing technical support to customers in IT or SAAS companies is preferred.
Skill Sets Required
Strong troubleshooting skills for resolving technical issues. Excellent communication skills, both verbal and written. Ability to work efficiently in a fast-paced environment. Familiarity with helpdesk software and ticketing systems. Understanding of basic IT concepts and terminology. Job Description
Responsibilities/KRAs
Provide first-line technical support to customers via phone, email, or chat. Diagnose and resolve technical issues related to software, hardware, or network connectivity. Escalate complex issues to the appropriate technical teams for further investigation and resolution. Ensure timely resolution of customer inquiries and maintain high levels of customer satisfaction. Document and track customer issues using helpdesk software, ensuring accurate and thorough records. Assist in the development and maintenance of knowledge base articles and FAQs for common issues. Individual or Team Handling: Individual contributor role. Travelling Involved: Not required. Any Other Details: The candidate should be customer-focused and willing to continuously learn and adapt to new technologies and processes.
