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Technical Support Executive

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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.