Technical Support Executive
Location
Ahmedabad | India
Job description
As a Technical Support Executive, you will be responsible for providing effective and efficient technical assistance to customers, maintaining in-house technical systems, and performing software testing. This role involves troubleshooting, diagnosing, and resolving customer issues related to hardware, software, and network connectivity. The Technical Support Executive will play a crucial role in ensuring customer satisfaction by delivering timely and accurate solutions, both on-site and remote.
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat with a professional and customer-friendly approach.
- Provide prompt technical assistance, diagnosing and troubleshooting hardware, software, and network issues.
- Maintain and monitor in-house technical systems (PCs, Laptops, Printers etc.) for seamless operations.
- Collaborate with customers to understand issues, gathering relevant information for efficient problem-solving.
- Create and update detailed documentation for technical issues and solutions.
- Utilize remote desktop tools for efficient issue resolution.
- Conduct on-site visits for in-depth problem resolution when remote troubleshooting is insufficient.
- Escalate complex technical issues to internal teams for further investigation and resolution.
- Follow up with customers to ensure satisfactory issue resolution.
- Stay updated on product features and enhancements.
- Conduct software testing to identify and report bugs, ensuring software quality and reliability.
- Collaborate with the development team, providing insights based on customer interactions.
- Educate customers on product features and offer training for enhanced self-sufficiency.
Qualifications and Skills:
- Bachelor's degree in a related field or equivalent work experience.
- Minimum of 1-2 years' experience on the same field.
- Proven experience in technical support or a similar customer-facing role.
- Strong problem-solving and analytical skills.
- Excellent communication skills, both written and verbal.
- Familiarity with troubleshooting tools and remote support technologies.
- Knowledge of hardware, software, and network configurations.
- Experience in software testing and quality assurance.
- Customer-focused mindset with the ability to empathize with customers.
- Ability to work in a fast-paced environment and handle multiple priorities.
Job tags
Salary
