Skills:
techinical skills, communication skills, Interpersonal Communication,
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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
