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