Technical Support Executive

Job Description – Customer Support Executive (Technical Hotline)

Roles and Responsibilities:

Handle incoming calls, emails, and chats from customers in a professional and courteous manner.

Provide first-level technical support, addressing customer queries, troubleshooting basic hardware/software issues, and guiding users through standard diagnostic procedures.

Log and document all customer interactions accurately in the CRM system with appropriate categorization and resolution notes.

Escalate unresolved or complex issues to Level 2 / Technical Specialists or relevant departments as per the defined escalation matrix.

Follow defined scripts, troubleshooting flows, and knowledge base articles, while maintaining a personalized and empathetic customer approach.

Ensure adherence to SLA timelines, quality parameters, and call handling efficiency.

Stay up to date with product knowledge, new feature releases, and standard operating procedures.

Maintain a high level of professionalism, ownership, and customer satisfaction in every interaction.

Participate actively in regular training sessions, team huddles, and feedback discussions.

Gather and share customer feedback to support continuous improvement of products and processes.

Adapt to evolving technologies, support tools, and customer communication platforms.

Assist in creating and maintaining basic dashboards and performance reports using tools like Power BI for monitoring ticket trends and KPIs.

Educational Qualification:

Bachelor’s degree in any discipline (Technical background preferred).

2–5 years of experience in a call center, helpdesk, or technical support environment.

Skills and Competencies:

Excellent verbal and written communication skills in English and Hindi (regional language preferred).

Strong technical aptitude with the ability to grasp product features, diagnose issues, and guide customers logically.

Familiarity with CRM tools, ticketing systems, and MS Office applications.

Excellent listening, analytical, and problem-solving skills.

Ability to remain calm and composed under pressure and handle high-volume interactions efficiently.

Willingness to work in rotational shifts, including weekends and holidays when required.

Preferred Attributes:

Prior experience in BPO / Technical Helpdesk / OEM support process preferred.

Quick learner with a customer-centric and solution-oriented approach.

Team player with a positive attitude and adaptability to dynamic work environments.

Work Details:

Working Days: 6 days a week (Monday to Saturday)

Timings: 9:00 AM – 6:30 PM (Variable based on shift schedule)

Work Location: Chennai / Bangalore

Contact - 8867353638
Email - Farooq@cimmons.in

Job Types: Full-time, Permanent

Pay: ₹21,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Paid sick time

Work Location: In person