Technical Support Executive

Key Responsibilities:

• Customer Support:

  Provide timely and accurate technical assistance via phone, email, or chat, effectively resolving customer inquiries and issues.

• Troubleshooting Diagnostics:

  Identify, diagnose, and resolve hardware and software issues, investigate root causes, and implement effective solutions.

• Product Setup Configuration:

  Assist customers in setting up and configuring products, ensuring smooth onboarding and seamless integration into their systems.

• CRM Management:

  Maintain accurate records of customer interactions, technical issues, and resolutions within the CRM system to track issue resolution and improve service efficiency.

• Collaboration:

  Work closely with internal technical teams to escalate and resolve complex issues, ensuring timely follow-up on open support tickets.

• Customer Education:

  Educate customers on product features, troubleshooting methods, and best practices, empowering them to independently resolve common issues.

• Solution Testing:

  Test and verify solutions to ensure complete resolution and customer satisfaction.

• Documentation:

  Contribute to the creation of FAQs, knowledge base articles, and training materials to enable customers to access self-service resources.

• Continuous Learning:

  Stay informed about product updates, software changes, and industry trends to enhance customer support capabilities.

Qualifications:

• Experience:

  Proven experience in technical support or customer-facing roles, preferably in the tech or IT sector.

• Technical Knowledge:

  Strong understanding of computer systems, software, hardware, and troubleshooting techniques.

• Problem-Solving:

  Excellent diagnostic and problem-solving skills, with the ability to resolve complex technical issues.

• Communication Skills:

  Ability to explain technical concepts clearly to non-technical customers, ensuring clarity and understanding.

• Customer Focus:

  Strong verbal and written communication skills, with an emphasis on customer satisfaction.

• Patience Professionalism:

  Ability to manage challenging customer situations with patience, professionalism, and a solution-oriented approach.

• Teamwork Independence:

  Comfortable working independently as well as collaboratively within a team environment.

Preferred Skills:

• CRM Support Tools:

  Familiarity with customer support software and CRM tools.

• Certifications:

  Technical certifications (e.g., CompTIA A+, Microsoft Certified) are an advantage.

• Industry Experience:

  Previous experience in IT services or telecommunications is beneficial.

If you are passionate about solving technical problems and providing top-notch customer service, we would love to have you on our team!