Technical Customer Support Executive

Role & responsibilities

• Working in the team of Technical Support Associates and performing well.
• Research and identify solutions to software queries.
• Diagnose and troubleshoot technical issues, including account setup and network

configuration

• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email, or chat, until theyve

solved a technical/non-technical query

• Properly escalate unresolved issues to appropriate internal teams (e.g. software

developers)

• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate solutions
• Ensure all issues are properly logged
• Prioritize and manage several open queries at one time
• Prepare accurate and timely reports for yourself and the team.
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Preferred candidate profile

• 1-3 years of proven experience in the field of technical support
• Ability to diagnose and troubleshoot basic technical queries
• Familiarity with remote desktop applications and help desk software.
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Understanding of how API works.
• Good to have basic accounting knowledge.

Perks and benefits

• Flexible Work hours
• Flat Organisation Structure
• Contribute to the growth of the product
• Health and Skill Development benefits