Support Executive (Voice/Non-Voice)

Impiger Technologies

1 - 6 years

1 - 3 Lacs

chennai

Posted:None| Platform:

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Skills Required

customer support ticket queue management

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a dedicated and detail-oriented Support Executive with experience in voice and non-voice processes. The role involves assisting users, troubleshooting application issues, monitoring systems, and ensuring timely resolution of queries while maintaining high service standards.

Key Responsibilities:

Provide Voice and Non-Voice Support to users.
Attend and respond to queries via Call, WhatsApp, Ticketing Tool, or Email.
Guide users on application workflows and processes.
Identify and report errors/bugs in applications.
Monitor applications and servers for performance and uptime.
Manage the ticket queue effectively, ensuring SLAs are met.
Generate and maintain reports as required.
Perform SOP-driven activities consistently.
Coordinate with L2/L3 teams for issue escalation and next-level support.
Follow up on pending issues until resolution.
Gather and document feedback from users/customers.
Provide support in various shifts, as required.
Basic database knowledge will be an added advantage.

Required Skills & Qualifications:

Minimum 1 year of relevant experience in voice/non-voice support.
Good communication skills (verbal and written).
Basic understanding of ticketing tools and incident management.
Problem-solving attitude with attention to detail.
Ability to work in rotational shifts.
Should be willing to work 6 days per week.
Should be fine to work in Contractual role.

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