Technical Support Executive

4 weeks ago

Thanjavur, India Canny Digital Marketing Full time

Role & responsibilities

Responsibilities:

  • Provide prompt and courteous customer support via various channels, including phone, email, and chat, to assist customers with software-related issues.
  • Troubleshoot and diagnose software problems reported by customers, utilizing a systematic approach to identify and resolve issues efficiently.
  • Escalate complex issues to the appropriate teams, such as development or QA, and track the progress of escalated tickets to ensure timely resolution.
  • Document all customer interactions, including details of reported issues, troubleshooting steps taken, and solutions provided, in a clear and concise manner.
  • Communicate effectively with customers to gather additional information, clarify issues, and provide status updates on ongoing support cases.
  • Collaborate with the product development team to identify and report software bugs and suggest enhancements based on customer feedback.
  • Assist in the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides to empower customers with self-service options.
  • Stay up-to-date with product updates, new features, and software releases to provide accurate and relevant information to customers.
  • Provide product training and guidance to customers, ensuring they have a good understanding of the software functionality and best practices.

Identify patterns or trends in customer support issues and provide feedback to improve product usability and customer experience

Preferred candidate profile

  • Bachelor's degree in computer science, information technology/Any degree
  • Proven experience in a software support or technical support role, preferably in a software company or IT environment.
  • Strong technical troubleshooting and problem-solving skills, with the ability to analyze complex issues and provide accurate and timely solutions.
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals.
  • Familiarity with software support tools and ticketing systems.
  • Basic understanding of programming concepts and ability to read and understand code snippets.
  • Patience, empathy, and a customer-centric approach to ensure a positive support experience.
  • Ability to work well under pressure and handle multiple support cases simultaneously.
  • Strong organizational and time management skills to prioritize and manage support cases effectively.
  • Knowledge of software development lifecycle and quality assurance processes is a plus.

Required Candidates: FEMALE

Job Location: Thanjavur

Experience: Both fresher and Experienced

Salary per annum- 1,20,000 / 1,70,000

If you are a dedicated and customer-focused individual with a passion for solving technical problems and helping customers, we would love to have you on our team. Apply now and join our team of software support specialists committed to delivering exceptional customer support

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