Technical Support Executive

Dear Candidates,

Greetings from KPR IT Solutions! KPR IT Solutions is a growing organization providing customer and telecom support services for international projects. We are looking for motivated and customer-focused individuals to join our team as Chat Support Associates.

Job Overview

The Chat Support Associate will be responsible for handling customer queries and service-related requests through chat and other non-voice support channels. The role requires excellent written communication, good typing skills, strong attention to detail, and the ability to understand customer concerns and provide accurate resolutions within defined timelines.

Key Responsibilities

• Handle customer queries and service requests through live chat and other designated non-voice channels.
• Understand customer concerns and provide accurate, professional, and timely responses.
• Provide support related to telecom products, services, accounts, connectivity, billing, and other process-related queries as applicable.
• Follow approved Standard Operating Procedures (SOPs), process guidelines, and communication standards.
• Resolve customer issues within the defined scope and escalate complex or unresolved issues to the appropriate team.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions in the designated system.
• Ensure responses are clear, grammatically correct, professional, and customer-friendly.
• Handle multiple chats or customer requests efficiently while maintaining response quality.
• Meet defined Service Level Agreements (SLAs), productivity, quality, and customer satisfaction targets.
• Maintain confidentiality and securely handle customer and company information.
• Stay updated with process changes, product/service information, policies, and customer support procedures.
• Coordinate with internal teams whenever required to resolve customer issues.
• Maintain professional behaviour and follow company policies, attendance requirements, and workplace guidelines.
• Identify recurring customer issues and communicate relevant observations to the Team Leader or concerned department.

Required Skills

• Excellent written English communication skills.
• Good typing speed and accuracy.
• Strong reading comprehension and ability to understand customer queries.
• Good problem-solving and analytical skills.
• Ability to multitask and manage multiple customer interactions.
• Good attention to detail.
• Customer-focused attitude with patience and professionalism.
• Basic computer knowledge and familiarity with MS Office.
• Ability to learn and work with CRM, ticketing, chat, and other support tools.
• Ability to work effectively as part of a team.

Educational Qualification

• Any Graduate / Diploma / equivalent qualification.
• Freshers are welcome to apply.
• Candidates with previous experience in customer support, BPO, telecom, chat support, email support, or international processes will have an added advantage.

Preferred Candidate Profile

• Strong written English communication.
• Good typing speed with high accuracy.
• Comfortable working in a non-voice/chat-based customer support environment.
• Willingness to work in rotational shifts as per project requirements.
• Willingness to learn and adapt to process and technology changes.
• Candidates who can demonstrate good customer-handling and problem-solving skills are preferred.

Pay: ₹15,000.00 - ₹30,000.00 per month

Work Location: In person