It Executive

1 week ago

Gurgaon, Haryana, India Everest Fleet Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Role & responsibilities

  1. Technical Support and Troubleshooting

  2. Respond to support tickets, emails, and phone calls to provide technical assistance to clients.

  3. Diagnose and troubleshoot software, hardware, and network-related issues, following standard procedures.

  4. Provide remote or on-site technical support as necessary to resolve client issues effectively.

  5. Incident Management and Escalation

  6. Document and track reported issues in the ticketing system, ensuring all details are accurate and up to date.

  7. Escalate complex technical issues to higher-level support or development teams as required.
  8. Follow up on unresolved issues and ensure customers receive timely updates.

3. Customer Relationship and Communication

  • Communicate clearly with clients, providing instructions and explaining solutions in a user-friendly manner.
  • Build positive relationships with clients to ensure high levels of customer satisfaction and retention.

  • Educate customers on product features, best practices, and preventive measures to reduce future issues.

  • Reporting and Analytics

  • Track support metrics, including response time, resolution time, and customer satisfaction scores.

  • Generate reports on support activities, trends, and performance for management review.
  • Analyze support data to identify opportunities for process improvements and proactive issue resolution.

Preferred candidate profile

  • 2+ years of experience in technical support, IT support, or a similar role.
  • Ability to explain technical issues to non-technical users.
  • Ability to work independently and collaboratively within a team.

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