Tech Support Executive

About Us:

ParkSmart Technologies Pvt. Ltd. is a pioneering leader in providing advanced parking solutions. Our mission is to revolutionize parking management through state-of-the-art technology and innovative strategies. We cater to residential complexes, commercial properties, and urban spaces, enhancing convenience, security, and operational efficiency.

Position Overview

We are seeking a highly motivated and skilled Technical Support Executive to join our team. The successful candidate will be responsible for understanding technical documentation and system features, creating support SOPs, handling technical queries, coordinating logistics and operations, and managing communications. The role requires a proactive individual with strong problem-solving skills and the ability to work effectively with both internal teams and external clients.

Key Responsibilities:

Support Documentation and SOP Creation

• Analyze and comprehend documentation and features of existing systems.
• Develop and maintain technical support Standard Operating Procedures (SOPs) for common issues on sites and apps.
• Ensure SOPs are up-to-date and accessible to relevant stakeholders.

Client and User Support

• Handle and resolve general queries from clients and app users in a timely and efficient manner.
• Provide clear and accurate technical assistance and guidance.
• Escalate complex issues to the appropriate technical teams when necessary.

Team Coordination

• Collaborate with the technical team to develop innovative solutions for technical queries.
• Participate in brainstorming sessions to improve processes and manage technical issues more effectively.
• Act as a liaison between the technical team and other departments to facilitate communication and project success.

Communication Management

• Manage internal and external communications related to technical support.
• Ensure clear, concise, and professional communication at all times.
• Maintain records of communications and follow up on any outstanding issues to ensure that queries are resolved in timely manner.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, or any related technical field.
• Proven experience in technical support or a similar role.
• Strong understanding of technical documentation and the ability to translate it into user-friendly SOPs.
• Excellent problem-solving skills and attention to detail.
• Ability to handle multiple tasks and prioritize effectively.
• Strong interpersonal and communication skills.
• Ability to work collaboratively in a team environment.

Preferred Skills

• Familiarity with customer support software and tools.
• Technical certifications relevant to the role.
• Prior experience in coordinating with technical teams and clients.