Technical Support Executive

As an integral part of the Kapture Cx team, you will play a crucial role in ensuring seamless customer support operations. Your primary responsibility will be to monitor and promptly respond to requests and tickets received through the Freshdesk Helpdesk or other communication channels under the guidance of the Support Manager. It is essential to prioritize resolving tickets efficiently within the stipulated time frame, ensuring that customers receive the first response in adherence to SLAs. Your duties will extend to issue resolution, involving activities such as raising bugs or change requests (CR) on JIRA and meticulously following up on them. Adhering to the escalation matrix and promptly alerting relevant stakeholders, especially in critical cases like P0 bugs, will be a critical aspect of your role. Maintaining a detailed checklist/tracker for bugs and CRs and escalating them if nearing the deadline based on priority levels will be imperative to ensure timely resolution. To excel in this role, it is essential to familiarize yourself with the workflow, logic, and business requirements of all clients supported by KAPTURE. This comprehensive understanding will enable you to effectively communicate and pass on pertinent details to L2 or Customer Engineering teams for immediate action or in-depth debugging as necessary. Key Skills: - Candidates with a minimum of 1 year of technical experience in a helpdesk role handling support queries are preferred. - Proficiency in debugging, a customer service-oriented mindset, excellent oral and written communication skills, and strong analytical abilities are essential. - Demonstrated ownership of tasks from initiation to completion, with proactive follow-up. - Possession of any technical certification will be advantageous. - Strong working knowledge of MS Office is expected. Join us at Kapture Cx, where your dedication to exceptional customer support will be valued, and your proactive approach to issue resolution will contribute to maintaining our world-class customer support ecosystem.,