Technical Support Executive

Department: Customer Support / Technical Support
Employment Type: Full-time
Experience: 0–3 years
Location: [Location]
Working Hours: [Shift/Working Hours]

Job Summary

We are looking for a customer-focused and technically inclined Technical Support cum Customer Support Executive to provide timely assistance to customers, troubleshoot technical issues, and ensure a smooth customer experience.

The ideal candidate should have good communication skills, basic technical knowledge, strong problem-solving abilities, and a customer-first approach.

Key Responsibilities

• Handle customer queries through phone, email, chat, and other support channels.
• Understand customer issues and provide accurate and timely solutions.
• Troubleshoot basic technical issues related to products, software, systems, applications, or services.
• Guide customers through step-by-step troubleshooting and product usage.
• Identify, document, and escalate unresolved technical issues to the appropriate internal team.
• Follow up with customers regarding open or escalated issues until resolution.
• Maintain accurate records of customer interactions, complaints, and resolutions in the CRM/helpdesk system.
• Coordinate with technical, sales, operations, and other internal teams to resolve customer issues.
• Provide product/service information and assist customers with general queries.
• Monitor recurring customer issues and share feedback with the relevant teams.
• Follow company support processes, SLAs, and escalation procedures.
• Maintain a professional, courteous, and positive approach while handling customers.

Required Skills

• Excellent verbal and written communication skills.
• Good customer-handling and interpersonal skills.
• Basic knowledge of computers, operating systems, software, and internet/networking concepts.
• Strong troubleshooting and problem-solving abilities.
• Ability to understand technical issues and explain solutions in simple language.
• Good listening and analytical skills.
• Comfortable working with CRM, ticketing, email, chat, and support tools.
• Ability to multitask and prioritize customer issues.
• Willingness to learn new products, technologies, and processes.

Educational Qualification

• Graduate/Diploma in any discipline.
• Candidates with a degree/diploma in Computer Science, IT, Electronics, or a related field will be preferred.

Experience

• 0–3 years of experience in technical support, customer support, helpdesk, IT support, or a similar role.
• Freshers with good communication and basic technical knowledge may also be considered.

Key Performance Indicators (KPIs)

• First Response Time
• Resolution Time
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Ticket/Query Closure Rate
• Adherence to Support SLAs
• Quality and accuracy of customer interactions

What We Offer

• Competitive salary
• Training and learning opportunities
• Career growth opportunities
• Supportive and collaborative work environment

Pay: ₹22,000.00 - ₹26,000.00 per month

Benefits:

• Provident Fund

Work Location: In person