Internship

Experience Required: 0-2 years (Freshers are encouraged to apply)

We are seeking an enthusiastic and technically proficient Technical Support Executive to deliver exceptional customer service and technical assistance for STEMpedia s products and services. The ideal candidate will possess strong technical knowledge, excellent communication skills, and a customer-focused approach.

Roles and Responsibilities

1. Customer Support and Query Resolution

• Promptly address customer queries via email, phone, and live chat.
• Maintain a high level of customer satisfaction by effectively resolving concerns.
• Adhere strictly to defined Standard Operating Procedures (SOPs) and Turnaround Times (TATs).

1. Technical Assistance and Troubleshooting

• Provide support for software installation, updates, and application usage.
• Resolve hardware issues, including connectivity, functionality, and compatibility problems.
• Guide customers through step-by-step troubleshooting according to SOPs.

1. Repair and Replacement Process

• Facilitate repair and replacement requests under warranty.
• Verify product eligibility based on warranty terms and conditions.
• Coordinate with logistics and service teams to ensure timely resolution per Service Level Agreements (SLAs).

1. Documentation and Knowledge Base Management

• Develop and maintain user guides, FAQs, and troubleshooting manuals.
• Regularly update internal knowledge bases and ensure clarity, accuracy, and accessibility of documentation.

1. Bug Reporting and Feedback Collection

• Document and report software bugs, hardware issues, and recurring customer concerns.
• Provide constructive feedback to product and development teams.
• Track, log, and ensure timely resolution of reported issues.

Required Qualifications:

• Diploma/Bachelor s Degree in Computer Science, Information Technology, Electronics & Communication, or related technical fields.

• Familiarity with STEM educational tools, robotics, and coding platforms such as Arduino, Python, or Scratch.

• Basic knowledge of operating systems (Windows and macOS) and fundamental networking concepts.

• Experience using customer support tools, including CRMs and ticketing systems (preferred but not mandatory).

Essential Soft Skills:

• Exceptional communication skills (written and verbal).
• Strong ability to simplify complex technical concepts for non-technical users.