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Cogniter Technologies
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Technical Support Executive

Technical Support Executive

Cogniter Technologies

1 - 3 years

3 - 7 Lacs

chandigarh

Posted:1 day ago| Platform:

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Skills Required

it services php issue resolution customer support customer service troubleshooting seo microsoft technical support crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

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, investigating root causes and implementing 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.

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