Technical Support Executive

8 hours ago

Mohali, Punjab, India INFLUX SERVICE Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Title: Technical Support Executive

Experience: 1–7 Years

Location: Mohali (Remote)

Employment Type: Full-time

Job Summary:

We are seeking a skilled and customer-focused Technical Support Executive to provide support for Alex Roku international customers. The role involves troubleshooting technical issues related to Roku devices, streaming connectivity, and account setup, while ensuring a high level of customer satisfaction through effective communication and problem resolution.

Key Responsibilities:

  • Handle inbound/outbound calls, emails, or chats from international customers (mainly US/UK/Canada).
  • Provide step-by-step technical assistance related to Roku devices, Wi-Fi setup, streaming issues, and software updates.
  • Troubleshoot device activation, connectivity, and account login problems.
  • Document and track all support interactions using CRM/ticketing tools.
  • Escalate unresolved issues to higher-level support or technical teams.
  • Ensure timely follow-up and maintain excellent customer service standards.
  • Stay updated on Roku products, services, and troubleshooting protocols.
  • Meet individual and team performance metrics (FCR, CSAT, etc.).

Required Skills and Qualifications:

  • Graduate in any field (preferably IT/Computer Science).
  • 1–7 years of experience in international technical support or customer service.
  • Strong communication skills in English (both verbal and written).
  • Good understanding of streaming devices, smart TVs, and internet troubleshooting.
  • Ability to work in night shifts (US/UK time zones).
  • Strong analytical and problem-solving skills.
  • Knowledge of CRM tools (e.g., Zendesk, Freshdesk) preferred.

Preferred Qualifications:

  • Prior experience in supporting Roku / Alexa /
  • Technical certifications (A+, CCNA, or IT Helpdesk) are a plus.

Salary: As per industry standards + incentives based on performance

Job Types: Full-time, Permanent

Work Location: In person

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