Technical Support Executive

Our company is hiring candidates for the position of Technical Support Executive. To join our team, please review the list of responsibilities and qualifications. The Technical Support Executive is responsible for performing necessary actions in the applications based on requests received from the customer support team.

RESPONSIBILITIES FOR TECHNICAL SUPPORT EXECUTIVE

• Assist the customer support team in handling customer requests

• Handle customer support team phone calls and escalate to the Manager when necessary for resolution

• Manage client content.

• Coordinate with the customer support team and the client’s team.

• Help manage client's online tools that operate and run their business.

• Prepare/enhance training manuals, videos, and other content.

• Set up meetings or webinars and provide support to attendees, speakers, etc.

• Schedule and conduct online demo introducing the client’s tools to respective end users.

• Learn new products and platforms to assist end users with relevant queries.

• Working internally with the technical team to ensure client tools and applications are as functional and operational as expected.

EDUCATION:

A Diploma or Bachelor’s degree with at least 2 years of industry experience in Technical Support.

EXPERIENCE:

• Experience and passion in technical support operations, written and verbal, 2+ years of experience preferred

• Proven hands-on working knowledge of technical service functionality in a call center environment preferred

• Experience in digital and social marketing is a plus

• Experience serving and supporting educational or financial services customers is preferred

• Strong soft skills and communication skills

SKILLS:

• Self-motivated and able to work independently.

• Ability to communicate effectively (both orally and in writing).

• Excellent writing skills.

• English fluency is required (at least Upper-Intermediate level)

• Strong attention to detail.

• Proficiency with Microsoft Office Suite and G-Suite.

• Ability to conduct presentations via technology: for instance, Zoom, Skype, etc.

• Highly professional with excellent interpersonal and organizational skills.

• Ability to think on your feet and respond rapidly to changing work environments and changing conditions.

• Experience in handling customer complaints; Conflict Resolution; Problem-solving

• Multitasking

• Service and support experience is essential

• Willingness and ability to take on ad hoc duties or other duties that may be assigned.