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Technical Support Executive
2 weeks ago
Role Overview
We are seeking a customer-focused Technical Support Executive to provide assistance, troubleshoot issues, and ensure smooth operation of our software products. You will work closely with clients and internal teams to resolve problems and deliver exceptional service.
Key Responsibilities
- Serve as the first point of contact for customer queries via phone, email, and chat.
- Diagnose and resolve software-related issues; escalate complex cases when necessary.
- Guide customers through product features and configurations.
- Maintain accurate ticket records in the support system.
- Document common issues, solutions, and FAQs, and maintain the knowledge base for internal and customer reference.
- Collaborate with product and development teams for issue resolution.
Requirements
- Bachelor's degree in Computer Science, IT, or equivalent experience.
- 1–2 years of experience in software product technical support.
- Strong communication skills (verbal and written) in English.
- Familiarity with ticketing tools such as Hubspot, Freshdesk, ZOHO, or Jira.
- Willingness to work in both Indian and US shifts as required.
Preferred Skills
- Experience with SaaS-based product support.
- Knowledge of GPS tracking systems.
