Tech Support Executive Email and Chat

2 days ago

Mangalore, Karnataka, India RAPRO Solutions Full time

Job Title: Tech Support Agent

Location: Mangalore

Job Type: Full-time Shift: Rotational shift

Salary upto - 4 LPA

We are looking for a Technical Support Engineer – Chat & Ticketing to join our team. The role involves handling customer interactions via chat and ticketing channels, providing billing and technical support, and ensuring high levels of customer satisfaction. The ideal candidate will have strong technical aptitude, product knowledge, and the ability to document and follow processes effectively, while contributing to a feedback loop for continuous improvement.

Key Responsibilities:

Handle customer queries through chat and ticketing systems professionally and efficiently.

Provide technical support including troubleshooting hardware, software, VPN, and antivirus issues.

Assist customers with billing inquiries and account-related issues.

Demonstrate strong product knowledge to resolve issues and guide customers effectively.

Maintain accurate documentation of all interactions, resolutions, and system changes.

Ensure customer satisfaction by providing timely, accurate, and courteous support.

Follow process adherence and company protocols strictly.

Participate in feedback loops to improve support quality and processes.

Escalate unresolved or complex issues to higher technical teams.

Core Requirements:

Experience: Preferably previous experience in a contact center or similar customer support environment.

Communication: Strong verbal and written communication skills.

Technical Aptitude: Ability to understand, troubleshoot, and resolve technical issues.

Customer Service Orientation: Dedicated to providing excellent service and support.

Adaptability: Flexible to handle multiple priorities and work in a fast-paced environment.

Desired Skills:

Knowledge of VPN, Antivirus, Desktop Support, and Service Products.

Experience with ticketing and chat platforms (e.g., Zendesk, Freshdesk, Zoho Desk).

Strong problem-solving and analytical skills.

Good communication skills and ability to interact with diverse customers.

Willingness to work in 24/7 shifts, including weekends and rotational schedules.

Ability to learn new tools, products, and processes quickly.

Performance Metrics (KPIs):

Average response and resolution time for tickets and chats.

Customer satisfaction (CSAT) scores.

First Contact Resolution (FCR) rate.

Adherence to processes and SLAs.

Quality of documentation and knowledge sharing.

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