Technical Support Executive

1 month ago

chennai, India Verifitech Services - India Full time

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.


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