SPE-Technical Support Excecutive

Role & responsibilities

• Handle customer technical support queries through phone, email, chat and other support channels.
• Diagnose, troubleshoot, resolve and track technical issues within defined response and resolution timelines.
• Provide accurate and customer-friendly solutions while maintaining high customer satisfaction and quality standards.
• Use available knowledge bases and documentation to identify issues and provide root cause analysis.
• Provide customers with updates on issue/bug progress using relevant tools and platforms.
• Handle escalations raised by customers and business partners.
• Support lower-tier teams with technical consultations and assist in complex case resolution.

Preferred candidate profile

• 2-5 years of experience in customer support/call centre operations, preferably in a technical support environment.
• Strong technical troubleshooting and problem-solving skills.
• Good knowledge of GCP/G Suite products and features.
• Experience in resolving technical or operational issues in a customer-centric environment.
• Strong communication, customer handling and analytical skills.
• Ability to identify root causes and recommend preventive solutions.
• Ability to work independently and collaborate with cross-functional teams.
• Comfortable working with changing team KPIs and processes.
• Strong research skills using internal knowledge bases and technical documentation.
• Bachelor's degree in Science, Technology, Engineering, Mathematics, Computer Science, Computer Applications or Information Technology.