Technical Support Executive

4 weeks ago

India Agilo Research Private Limited Full time

Location: Goa
Experience Required: 0-2 years (Freshers are encouraged to apply)

We are seeking an enthusiastic and technically proficient Technical Support Executive to deliver exceptional customer service and technical assistance for STEMpedia's products and services. The ideal candidate will possess strong technical knowledge, excellent communication skills, and a customer-focused approach.

Roles and Responsibilities

  • Customer Support and Query Resolution

  • Promptly address customer queries via email, phone, and live chat.

  • Maintain a high level of customer satisfaction by effectively resolving concerns.
  • Adhere strictly to defined Standard Operating Procedures (SOPs) and Turnaround Times (TATs).

  • Technical Assistance and Troubleshooting

  • Provide support for software installation, updates, and application usage.

  • Resolve hardware issues, including connectivity, functionality, and compatibility problems.
  • Guide customers through step-by-step troubleshooting according to SOPs.

  • Repair and Replacement Process

  • Facilitate repair and replacement requests under warranty.

  • Verify product eligibility based on warranty terms and conditions.
  • Coordinate with logistics and service teams to ensure timely resolution per Service Level Agreements (SLAs).

  • Documentation and Knowledge Base Management

  • Develop and maintain user guides, FAQs, and troubleshooting manuals.

  • Regularly update internal knowledge bases and ensure clarity, accuracy, and accessibility of documentation.

  • Bug Reporting and Feedback Collection

  • Document and report software bugs, hardware issues, and recurring customer concerns.

  • Provide constructive feedback to product and development teams.
  • Track, log, and ensure timely resolution of reported issues.

Required Qualifications:

  • Diploma/Bachelor's Degree in Computer Science, Information Technology, Electronics & Communication, or related technical fields.

  • Familiarity with STEM educational tools, robotics, and coding platforms such as Arduino, Python, or Scratch.

  • Basic knowledge of operating systems (Windows and macOS) and fundamental networking concepts.
  • Experience using customer support tools, including CRMs and ticketing systems (preferred but not mandatory).

Essential Soft Skills:

  • Exceptional communication skills (written and verbal).
  • Strong ability to simplify complex technical concepts for non-technical users.
  • Patience and excellent problem-solving skills.

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