Technical Support Executive

At Kreo, we build high-performance gaming gear for passionate gamers. Our Customer Support Executives are the first point of contact for our community, ensuring every gamer receives prompt assistance, accurate product guidance, and a positive brand experience. You will handle inquiries across multiple channels, resolve issues, and represent Kreo’s commitment to quality and service. Key Responsibilities Respond to customer queries via email, chat, calls, and social media for Kreo products (e.g., Hive, Chimera, Griphin, Owl, Tundra, Pegasus, Hydra, Mako). Provide accurate information on product features, compatibility, warranty, and usage. Assist customers with setup, troubleshooting, and after-sales support for gaming peripherals. Manage returns, exchanges, and warranty claims in accordance with Kreo’s policies. Coordinate with logistics for order tracking, address changes, and delivery issues. Escalate technical issues to product or engineering teams when required. Document all interactions in the CRM and flag recurring issues for process improvement. Collect and relay customer feedback to improve Kreo’s product and service quality. Requirements Strong written and verbal communication skills in English. Prior experience in customer service, preferably in e-commerce, gaming, or electronics. Good understanding of PC and gaming hardware to assist with technical queries. Patience, problem-solving skills, and the ability to handle high-pressure situations. Familiarity with CRM and order management systems (Shopify, Amazon, Flipkart experience is a plus). Performance Metrics First Response Time (FRT) Resolution Time Customer Satisfaction Score (CSAT) Ticket Closure Rate Accuracy in product and policy information shared