Technical Support Executive - Chat Support

Position: Technical Support Executive(Chat Process)

Department: Technical Support / Customer Support

Experience: 2years 3 Years

Employment Type: Full-Time

Location: Perungudi, Chennai

Job Summary:

We are looking for a Technical Support Executive Chat Process to provide technical assistance to customers through live chat. The candidate will be responsible for understanding customer issues, troubleshooting basic technical problems, providing accurate solutions, and ensuring a positive customer experience.

Key Responsibilities:

• Handle customer technical queries through live chat in a professional and timely manner.

• Understand customer concerns and identify the root cause of technical issues.

• Provide step-by-step troubleshooting and appropriate solutions through chat.

• Assist customers with product/service-related technical issues.

• Follow predefined troubleshooting procedures, scripts, and Standard Operating Procedures (SOPs).

• Escalate complex or unresolved issues to the appropriate technical team.

• Maintain accurate records of customer interactions and issue resolutions.

• Follow up on pending or escalated issues whenever required.

• Maintain proper chat etiquette, professionalism, and customer-friendly communication.

• Meet defined AHT, FCR, CSAT, quality, productivity, and response-time targets.

Required Skills & Qualifications

• 2years - 3 years of experience in Chat Support, Customer Support

• Good written communication skills in English.

• Basic knowledge of computers, operating systems, internet, and common technical troubleshooting.

• Good typing speed and accuracy. (Avg 30 WPM)

• Ability to multitask and handle multiple chat interactions when required.

• Customer-focused attitude with good patience and professionalism.

• Willingness to work in rotational shifts, if required.