Technical/Customer Support Executive

2 weeks ago

Gurgaon, India Cosmofeed Full time

Job Title: Technical/Customer Support Executive

Location: Gurgaon, Sector 27

Type: Full-time

About Cosmofeed:

Cosmofeed is a platform that offers a suite of tools and features designed to help content creators grow and monetize their audience. We are expanding our team and looking for a dynamic individual who can seamlessly blend community management with customer success to drive post-acquisition engagement, value addition, and retention.

Role Overview:

The Technical Support Executive plays a crucial role in providing technical assistance and expert solutions to users, addressing their inquiries and resolving issues related to our platform. This role requires a combination of technical proficiency, exceptional communication skills, and the ability to deliver excellent customer service.

What You’ll Be Doing:

  • Identify, investigate, and effectively resolve user problems associated with our platform. Receive and respond to support inquiries from users through various channels, including phone calls, chat, email, and other communication methods, addressing concerns related to platform functionality and technical issues.
  • Consult with users to understand the steps and procedures they have taken to identify and attempt to resolve the problem.
  • Apply a deep understanding of our platform and troubleshooting procedures to provide solutions to user issues.
  • Guide users through diagnostic and troubleshooting processes, which may involve utilising diagnostic tools, software, and providing clear verbal instructions.
  • Collaborate closely with other team members to conduct research and jointly resolve complex technical problems.
  • Work in conjunction with programmers to convey errors and recommend modifications to the platform.
  • Coordinate with other departments to arrange for support or additional resources if needed.
  • Stay updated on technology innovations and trends to provide cutting-edge technical support.
  • Perform any additional duties as assigned to meet departmental and company needs.

Required Skills and Abilities:

  • Outstanding interpersonal and customer service abilities.
  • Maintain a professional and courteous telephone manner.
  • Capability to explain technical issues clearly to both technical and non-technical users and customers.
  • Strong analytical and problem-solving skills.
  • Proficiency with Microsoft Office Suite or similar software.
  • Proficiency with, or a quick ability to learn, our platform and related technologies.
  • Exceptional verbal and written communication skills.

Qualifications:

  • A Bachelor's degree in Computer Science or a related field is preferred.
  • A minimum of One year of experience in customer technical support is highly desirable. (Optional)

We are seeking a highly motivated and skilled Technical/Customer Support Executive to join

our team and contribute to our commitment to delivering exceptional technical support

services to our users. If you possess the required qualifications and are ready to make a

significant impact in the world of technical support, we encourage you to apply.

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