Executive - Technical Support

3 days ago

Mumbai, India ARK Infosolutions Full time

Job Description

Job Summary:

We are seeking a skilled and customer-focused Tech Support Executive to provide technical assistance and support to customers and resellers for CorelDRAW Graphics Suite. The ideal candidate will have hands-on experience with the software, a basic understanding of design workflows, and the ability to resolve technical queries with professionalism and clarity.

Key Responsibilities:

  • Provide Level 1 and Level 2 support to end-users and resellers for CorelDRAW Graphics Suite (Windows environment).
  • Troubleshoot installation, activation, performance, and usage issues related to CorelDRAW and related modules (Photo-Paint, Font Manager, etc.).
  • Offer remote support via phone, email, chat, or remote access tools.
  • Assist customers in resolving file compatibility, printing, exporting, and UI-related issues.
  • Guide users through standard product usage, tools, and features to improve productivity.
  • Escalate complex issues to Corel Support (Level 3) or internal escalation points as per protocol.
  • Maintain daily logs of support tickets, resolutions, and follow-ups using CRM or ticketing systems.
  • Provide product walkthroughs or demos during webinars, training sessions, or partner engagements.
  • Work closely with the sales and channel teams to support customer onboarding and post-sales engagement.
  • Share FAQs, video guides, and common troubleshooting documents with users.

Required Skills & Qualifications:

  • Graduate or diploma in IT/computer science/graphic design or equivalent.
  • Minimum 1–3 years of experience in technical support or help desk roles.
  • Good knowledge of CorelDRAW Graphics Suite 2022 or 2023 (or latest)—hands-on experience a must.
  • Understanding of graphic design file formats, print production workflows, and system configurations.
  • Strong communication skills in English (verbal & written); regional languages are a plus.
  • Familiarity with remote troubleshooting tools like AnyDesk, TeamViewer, etc.
  • Patience and a customer-first attitude to deal with varied user technical skill levels.

Preferred Qualifications:

  • Certification or formal training in CorelDRAW or other graphic design tools (Adobe, etc.).
  • Experience supporting design software or working in a printing/creative environment.
  • Exposure to customer support software like Zoho Desk, Freshdesk, or Salesforce Service Cloud.

Perks & Benefits:

  • Opportunity to work with India's authorized distributor/reseller of Corel products.
  • Access to the latest software and product training.
  • Incentives for exceptional performance and customer satisfaction.
  • Career growth into product training or senior tech roles.

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