Technical Support Executive - Voice / Blended

Technical Support Executive Job Summary We are seeking a dedicated and knowledgeable Technical Support Executive to provide high-level technical assistance and support to our internal users and/or external customers. In this role, you will be the primary point of contact for diagnosing, troubleshooting, and resolving hardware, software, and network-related issues, ensuring seamless day-to-day operations and high user satisfaction. Key Responsibilities Handling Customer Inquiries: Promptly and professionally responding to customer questions and issues via various channels like phone, email, chat, and social media. Problem-Solving and Resolution: Troubleshooting product or service issues by identifying root causes and offering practical, step-by-step solutions. This includes resolving complaints and escalating complex or technical problems to the appropriate internal teams when necessary. Providing Accurate Information: Maintaining comprehensive knowledge of the company's products and services to provide accurate and complete information to guide customers effectively. Maintaining Records: Accurately recording and maintaining customer interactions, conversations, and transactions using CRM (Customer Relationship Management) software or ticketing systems. This ensures continuity in communication and provides data for quality assurance. Ensuring Customer Satisfaction: Following up with customers to confirm their issues are fully resolved and they are satisfied with the support provided. This often involves gathering feedback through surveys to help improve overall service quality. Collaborating Internally: Working closely with other departments, such as sales, logistics, and technical teams, to address customer concerns and ensure timely solutions. Adhering to Procedures: Following company policies, procedures, and service-level agreements (SLAs) to ensure a standardized and efficient service delivery.  Qualifications & Skills Education: A Bachelor's degree is required in an engineering or technical field, such as Computer Science, Information Technology, Electronics & Communication Engineering, or a related discipline. Technical Knowledge: Strong understanding of computer systems, operating systems (Windows, macOS, Linux), mobile devices, and networking basics (LAN/WAN/VPN). Problem-Solving: Excellent analytical and problem-solving skills with the ability to provide step-by-step technical guidance to non-technical users. Communication: Superior verbal and written communication skills, with the ability to maintain professionalism under pressure. Work Hours & Benefits Schedule: This role requires working Day Shifts only, with rotational timings. You will also receive one rotational week off. Compensation and Benefits: We offer a competitive salary along with a comprehensive benefits package that includes: Statutory Benefits: Employees' State Insurance Corporation (ESIC), Provident Fund (PF), and Gratuity. Additional Pay: Eligibility for overtime compensation. How to Apply Interested candidates are invited to attend a walk-in interview at our office location or contact our representative directly: Walk-in Location: Bestech Tower-A, Ground Floor, Sector-66, Phase-9, Mohali Contact Person: Manik Vashist Contact Number: 7986545758 Email: Manik.Vashist@teleperformancedibs.com