Technical Support Executive

3 weeks ago


Delhi, India Walkover Full time
DescriptionWe are looking for a Senior Support Executive to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers with our services. Senior Support Executive responsibilities include handling technical support associates and being familiar with using remote desktop connections to provide immediate support. You will use email, chat, and call to give clients quick answers to product-related queries. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If you’re naturally a helper, enjoy assisting people with software queries, and are able to explain technical details simply, we’d like to e-meet you. Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical and non-technical queries.

ResponsibilitiesWorking in the team of Technical Support Associates and performing well.Research and identify solutions to software queries.Diagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTrack computer system issues through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical/non-technical queryProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate solutionsEnsure all issues are properly loggedPrioritize and manage several open querries at one timePrepare accurate and timely reports for yourself and team.Document technical knowledge in the form of notes and manualsMaintain jovial relationships with clientsRequirements1-3 years of proven experience in the field of technical supportAbility to diagnose and troubleshoot basic technical queriesFamiliarity with remote desktop applications and help desk software.Excellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalUnderstanding of how API works.Good to have basic accounting knowledge.BenefitsFlexible Work hoursFlat Organisation StructureContribute to the growth of the productHealth and Skill Development benefits



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