Backend Support Executive

2 months ago


Noida, India KiwiTech Full time

As a Backend Support Specialist for our international chat process, you will be an integral part of our technical support team, providing assistance and resolving inquiries through chat interfaces. You will collaborate with clients from various regions, ensuring timely and effective resolution of technical issues and queries.

**Responsibilities**:

- Provide technical support to clients via chat, addressing their inquiries, troubleshooting issues, and guiding them through resolution steps.
- Assist clients with product information, technical specifications, system requirements, and software functionalities.
- Collaborate with internal teams, including developers, engineers, and QA analysts, to escalate and resolve complex technical issues.
- Maintain up-to-date knowledge of our products, services, and industry trends to provide accurate and effective support.
- Document and track customer interactions, resolutions, and feedback using our ticketing and CRM systems.
- Provide proactive support by identifying recurring issues, suggesting improvements, and contributing to knowledge base articles.

**Requirements**:

- Previous experience in a technical support role within the IT industry, preferably in a global or multinational environment.
- Strong technical aptitude and proficiency in troubleshooting software, hardware, and network-related issues.
- Excellent communication skills, both written and verbal, with fluency in English and [additional languages preferred].
- Customer-focused mindset with a passion for delivering high-quality support and building positive client relationships.
- Ability to work independently and collaboratively in a fast-paced environment, adapting to changing priorities and client needs.
- Familiarity with ITIL principles, ticketing systems, and remote support tools is advantageous.

**Benefits**:

- Competitive salary and performance-based bonuses
- Comprehensive health and wellness benefits
- Retirement savings plan with company matching
- Flexible work schedule and remote work options
- Continuous learning and professional development opportunities

**Job Type**: Permanent

**Salary**: ₹300,000.00 - ₹700,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Monday to Friday
- Rotational shift

**Experience**:

- international chat process: 3 years (preferred)

Work Location: In person



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