Technical support Executive

Job Description

We are seeking a proactive and customer-oriented Technical Support Executive to join our support team. The successful candidate will be responsible for providing technical assistance, troubleshooting product issues, and ensuring client satisfaction by resolving queries in a timely and professional manner.

Key Responsibilities:

Respond to customer queries via phone, email, or chat in a timely and accurate manner

Diagnose and troubleshoot technical issues related to software, hardware, or network systems

Walk customers through problem-solving processes and provide step-by-step guidance

Escalate complex issues to higher-level support teams or relevant departments

Document technical knowledge in the form of notes and manuals

Follow up with customers to ensure their issues are fully resolved

Maintain logs of customer interactions and resolutions using help desk software

Provide product feedback to internal teams based on customer interactions

Requirements:

Bachelor’s degree in Computer Science, IT, or a related field (or equivalent experience)

Proven experience in a customer-facing technical support or IT help desk role

Strong understanding of computer systems, mobile devices, and other tech products

Excellent problem-solving and communication skills

Patience and ability to handle difficult customer situations professionally

Familiarity with help desk software (e.g., Zendesk, Freshdesk, Jira)

Basic knowledge of remote desktop tools and ticketing systems

Ability to work in rotational shifts, including weekends or holidays if required

Multilingual skills are a plus