Executive - Technical Support (L2)

Job Description:

Key Responsibilities

• Provide technical support to clients via phone, email, or chat during the night shift hours.
• Handle technical tickets generated by clients, prioritize them based on urgency, and ensure timely resolution.
• Troubleshoot technical issues related to our CMS platform and other software applications.
• Remotely connect to client systems using tools such as TeamViewer or AnyDesk to diagnose and resolve technical problems.
• Document all client interactions, technical issues, and resolutions accurately in our ticketing system.
• Assist clients with software installations, configurations, and updates as needed
• Provide guidance and training to clients on using our software products effectively
• Collaborate with other team members to escalate unresolved technical issues and ensure effective problem resolution
• Continuously improve technical support processes and procedures to enhance efficiency and customer satisfaction
• Stay updated on the latest technologies and industry trends to provide proactive technical support and advice to clients.

Qualification

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Proven experience of 1-2 years in a technical support role, preferably in a night shift environment.
• Excellent problem-solving skills and ability to troubleshoot technical issues efficient
• Good communication skills, both verbal and written.
• Ability to work independently with minimal supervision and as part of a team.
• Flexibility to work night shifts and adapt to changing work schedules as required