Technical Helpdesk Executive

Location:

Function:

About the Role:

We are looking for a proactive and customer-focused individual to join our Global Helpdesk team. You will be responsible for supporting our global prepayment customers by resolving their queries and issues related to meters, software applications, and databases.

Key Responsibilities:

• Handle incoming calls and service requests related to our software (SFE/SMSO), meter installation, pairing, troubleshooting, and other smart services.
• Manage service requests involving meter uploads, tariff updates, configuration changes, key generation, and system simulations.
• Monitor, manage, and close all service requests within agreed timelines. Escalate unresolved or critical issues as needed.
• Be available as per the defined shift schedule and provide off-hours or emergency support when required (24/7 availability expected).
• Create and maintain FAQs, checklists, and knowledge documents to help customers and team members troubleshoot issues independently.
• Work closely with internal teams like IT, NPI, Marketing, and Production to ensure smooth service delivery and project support.
• Support the generation of reports and trend analysis to aid in service improvement and business decisions.

Required Qualifications:

• Education:

  B.E. in Electrical, Electronics, or Computer Science

• Experience:

  1–2 years in a technical support role, with at least 1 year of experience working with international customers

Key Skills:

• Strong communication and problem-solving skills
• Comfortable working in rotational shifts and a 24/7 support environment
• Basic understanding of: Windows & Linux operating systems, Oracle & PostgreSQL databases, IIS and client-server architecture, Utility prepayment systems

What Success Looks Like:

• Timely and quality responses to customer queries
• High customer satisfaction and minimal escalations
• Ability to resolve complex database and meter-related issues
• Strong collaboration across global teams
• Continuous learning and reduced dependency on other departments