Job Details

Skills

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  Job Title: Technical Support Executive
  Location: Chandigarh
  Position Type: Full-Time

  Job Overview:
  We are seeking a proactive and skilled Technical Support Executive to join our team. In this role, you will be responsible for delivering exceptional technical support, diagnosing and resolving issues, and ensuring a seamless user experience. You will collaborate with internal teams to solve complex problems and provide both remote and on-site support when necessary.

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  Key Responsibilities:

   

  • Customer Support: Provide timely and accurate technical assistance via phone, email, or chat, effectively resolving customer inquiries and issues.
  • Troubleshooting & Diagnostics: Identify, diagnose, and resolve hardware and software issues, investigating root causes and implementing effective solutions.
  • Product Setup & Configuration: Assist customers in setting up and configuring products, ensuring smooth onboarding and seamless integration into their systems.
  • CRM Management: Maintain accurate records of customer interactions, technical issues, and resolutions within the CRM system to track issue resolution and improve service efficiency.
  • Collaboration: Work closely with internal technical teams to escalate and resolve complex issues, ensuring timely follow-up on open support tickets.
  • Customer Education: Educate customers on product features, troubleshooting methods, and best practices, empowering them to independently resolve common issues.
  • Solution Testing: Test and verify solutions to ensure complete resolution and customer satisfaction.
  • Documentation: Contribute to the creation of FAQs, knowledge base articles, and training materials to enable customers to access self-service resources.
  • Continuous Learning: Stay informed about product updates, software changes, and industry trends to enhance customer support capabilities.

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  Qualifications:

   

  • Experience: Proven experience in technical support or customer-facing roles, preferably in the tech or IT sector.
  • Technical Knowledge: Strong understanding of computer systems, software, hardware, and troubleshooting techniques.
  • Problem-Solving: Excellent diagnostic and problem-solving skills, with the ability to resolve complex technical issues.
  • Communication Skills: Ability to explain technical concepts clearly to non-technical customers, ensuring clarity and understanding.
  • Customer Focus: Strong verbal and written communication skills, with an emphasis on customer satisfaction.
  • Patience & Professionalism: Ability to manage challenging customer situations with patience, professionalism, and a solution-oriented approach.
  • Teamwork & Independence: Comfortable working independently as well as collaboratively within a team environment.

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  Preferred Skills:

   

  • CRM & Support Tools: Familiarity with customer support software and CRM tools.
  • Certifications: Technical certifications (e.g., CompTIA A+, Microsoft Certified) are an advantage.
  • Industry Experience: Previous experience in IT services or telecommunications is beneficial.

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  If you are passionate about solving technical problems and providing top-notch customer service, we would love to have you on our team!