Technical Support Executive

Open Position: Technical Support Executive
Location: Malad (West), Mumbai

Experience: 1 to 5 Years

Qualification: Any Graduate

Job Description: -

• Research and identify solutions to user’s concerns/issues regarding software applications.
  
• Diagnose and troubleshoot product -related issues, including account set -up.
  
• Ask customers targeted questions to understand the root of the problem quickly.
  
• Track Application issues through the resolution, within agreed time limits.
  
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
  
• Proper and timely escalating unresolved issues to appropriate internal teams.
  
• Provide prompt and accurate resolution feedback to customers' concerns.
  
• Pro -actively raising the concerns/gaps identified.
  
• Refer to internal databases or external resources to provide accurate technical solutions.
  
• Ensure all issues are properly logged.
  
• Keep all required stakeholders updated on the status of priority issues raised.
  
• Prioritize and manage several open issues at one time.
  
• Follow up with clients to ensure their applications are fully functional after troubleshooting.
  
• Identify the area where training is required for customers/teams internally.
  
• Prepare accurate and timely reports.
  
• Document technical knowledge in the form of notes and manuals.
  
• Build and maintain cordial relationships with clients.
  

Requirements