Technical Support Executive

DESIGNATION Technical support Executive

Salary Package: 27,000 - 35,000 CTC per month, based on your interview performance, along with attractive performance-based incentives.

Job Summary

A Technical Support Executive is responsible for assisting customers with technical issues related to a product, software, or service. The role involves understanding customer queries, diagnosing the issue, and resolving problems either through remote tools, step-by-step instructions, or escalation to higher-level support. As a critical part of the customer experience team, the Technical Support Executive ensures quick, accurate, and empathetic resolution of technical challenges, thereby contributing to customer satisfaction and loyalty. This position is ideal for individuals who are technically knowledgeable, patient, and enjoy solving problems while interacting with customers over phone, chat, or email.

Key Responsibilities

1. Customer Interaction and Query Handling

• Answer customer inquiries through phone, email, live chat, or ticketing platforms.
• Listen actively to understand the issue being reported and ask relevant questions to gather details.
• Ensure timely and professional communication in every interaction.

2. Technical Problem Resolution

• Diagnose hardware, software, or network-related issues based on customer inputs.
• Guide users through step-by-step troubleshooting procedures.
• Provide remote support via screen sharing tools (if applicable) to resolve problems.
• Escalate complex issues to Level 2/3 technical teams when beyond scope.

3. Product Knowledge

• Maintain in-depth knowledge of the company 's products, services, software, and hardware.
• Stay updated on new features, patches, updates, and known issues.
• Understand system compatibility, error logs, connectivity, configuration, and basic integrations (as applicable to the product).

4. Documentation and Reporting

• Log all interactions, problem descriptions, resolutions, and follow-up actions in the CRM or helpdesk software.
• Tag cases accurately (e.g., Resolved, Pending Escalation, Bug Report ) for tracking.
• Submit daily/weekly reports of common issues and resolution rates to the support manager.

5. Customer Satisfaction & Feedback

• Follow up with customers to confirm resolution and satisfaction.
• Record feedback from users about their support experience.
• Identify patterns in recurring issues and suggest proactive improvements to the team.

6. Team Collaboration and Training

• Coordinate with internal departments such as engineering, product, and sales to resolve cross-functional issues.
• Participate in training sessions, product walkthroughs, and knowledge-sharing forums.
• Share tips or discoveries with peers to improve team efficiency.