Technical Support Executive

Job Title& & & & & & & & & & & : Technical Support Executive Experience& & & & & & & & : 0 - 1yrs Work Location & & : Chennai Work Timing& & & & & : Night Shift
Roles and Responsibilities: & & & & & & & Working on Data auditing & validation & & & & & & & Identify and manage risks to ensure delivery is on time & & & & & & & Good Analytical & effective interpersonal skills

Key Responsibilities:

1. Provide Technical Assistance and Support:

• Respond to customer inquiries via phone, email, or chat, providing technical support for products or services.
• Troubleshoot hardware, software, and network-related issues, offering practical solutions to customers in real time.
• Provide step-by-step instructions to help customers resolve technical issues independently or guide them through troubleshooting processes.
• Help customers with installation, configuration, and setup of products and services.
• Assist in diagnosing and repairing issues with software, hardware, networking, and other tech-related systems.

2. Issue Resolution and Escalation:

• Identify and resolve technical issues, ensuring timely and effective solutions.
• Escalate unresolved or complex issues to senior technical support staff, engineers, or other departments for advanced troubleshooting.
• Follow up with customers to ensure that issues are fully resolved to their satisfaction.
• Track and document all support activities, including issue resolutions, time taken, and any follow-up actions.

3. Documentation and Reporting:

• Create and maintain accurate records of customer interactions, issues, and resolutions in the CRM or support ticketing system.
• Generate daily, weekly, or monthly reports on support cases, response times, and customer satisfaction.
• Contribute to the development of knowledge base articles, FAQs, and self-help documentation for customers to access common solutions independently.

4. Customer Education and Guidance:

• Educate customers on the proper use of products, best practices, and preventive maintenance to minimize the likelihood of future issues.
• Provide product training, both to new customers and existing clients, ensuring that they are familiar with product features and functionality.
• Assist in customer onboarding by ensuring they are comfortable with using the product or service.

5. Team Collaboration:

• Work closely with other team members and departments, such as engineering, sales, and product management, to resolve customer issues and improve product offerings.
• Share feedback from customers with the relevant internal teams to help improve product features, resolve recurring issues, and enhance customer experience.

6. Continuous Learning and Development:

• Stay up-to-date with product updates, software releases, and technical advancements to provide informed support.
• Participate in training programs to expand technical skills and improve customer support capabilities.

Job Profile : Technical Support Executive
Industry : bsc-bca-bbm, tech-support