Technical Customer Care Executive - Leading EdTech Company

Technical Customer Care Executive

Type:

Location:

Position Overview:

We are seeking a proactive and technically skilled Technical Customer Care Executive to join our support team, responsible for providing exceptional customer service and technical support for both software and hardware products. You will be the first point of contact for our users, troubleshooting issues, resolving technical problems, and ensuring high levels of customer satisfaction.

Responsibilities:

• Provide first-level technical support via phone, email, or remote desktop tools.
• Very well acquainted with reporting service desk application like call desk or Salesforce.
• Diagnose and resolve issues related to software applications, operating systems, and hardware devices.
• Document customer interactions, issues, and solutions in the ticketing system.
• Provide technical assistance to customers and support teams to troubleshoot issues.
• Investigate reported issues to determine the root cause and create future Playbooks.
• Documentation of CAPA on the system for future reference.
• Develop and implement solutions to resolve software problems.
• Work closely with software developers to communicate issues and facilitate timely resolutions.
• Escalate unresolved issues to appropriate internal teams and follow up until closure.
• Maintain detailed records of identified issues, steps taken for diagnosis, and solutions applied.
• Recommend and implement process improvements to enhance software quality and efficiency of issue resolution.
• Providing regular updates and dashboards for leadership reporting.

Qualifications:

• Bachelors degree in any stream (preferably Computers) or BSc IT or MA IT.
• 12 years of experience in a technical support or technical service role.

Technical Skills

• Knowledge of web servers like Apache and handling databases.
• IT professional with experience in managing web application
• Familiarity with Markup languages HTML, XML, and scripting languages JavaScript.
• Understanding of databases and SQL
• Manage data over Microsoft Excel

Work Conditions:

• Working hours: 9 AM to 6 PM
• 6 days working from the office location.
• Shift-based work may be necessary, including weekends or public holidays.
• Fast-paced, customer-focused environment that may involve multitasking across support channels.