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Technical support

1 month ago

Hyderabad, Telangana, India Axis Services Full time
Job Description

Key Responsibilities:

- Handle customer queries via phone, email, and chat, providing technical assistance and product support.
- Troubleshoot hardware, software, network, or account-related issues as per process guidelines.
- Guide customers through step-by-step solutions and escalate complex cases to advanced teams.
- Log and update customer interaction details accurately in CRM/support tools.
- Meet defined SLAs for response time, resolution, and customer satisfaction.
- Educate customers on product features, usage tips, and best practices.
- Collaborate with other teams (development, sales, QA) to improve service quality.

Skills & Qualifications:

- Any graduate (B.A., B.Com, B.Sc., B.Tech, or equivalent).
- Strong communication skills in English (spoken and written) with a clear accent.
- Basic technical knowledge of computers, mobile devices, software applications, and networking concepts.
- Problem-solving attitude and patience in dealing with customers.
- Ability to multitask and use CRM/helpdesk tools (e.g., Zendesk, Freshdesk, Jira).
- Experience in customer service or technical support is a plus but freshers with a learning mindset are welcome.

Soft Skills:

- Empathy and active listening
- Clear and effective communication
- Time management and multitasking
- Adaptability to changing processes and tools