Technical Support Executive

Job Title: Technical Support Executive

About the Role

We are seeking a proactive and customer‑oriented Technical Support Executive to provide excellent technical assistance and support to customers. You will diagnose customer issues, troubleshoot software/hardware problems, provide product guidance, and work with internal teams to resolve customer queries quickly and professionally.

Key Responsibilities

• Provide first‑level technical support via phone, email, and chat.
  
• Troubleshoot and resolve client issues related to software, hardware, networking, servers, hosting, or services.
  
• Log, track, and manage support tickets using support tools or CRM.
  
• Guide customers through product setup, configuration, and usage.
  
• Follow escalation procedures and coordinate with technical teams for complex issues.
  
• Maintain documentation of customer interactions, issues, and solutions.
  
• Ensure timely response and resolution to customer requests.
  
• Monitor and follow up on open support requests.
  
• Assist in customer onboarding and knowledge base/article creation.
  

Requirements

• Bachelor’s degree in Computer Science, IT, Engineering, or a related field.
  
• 1–3 years of experience in technical support, helpdesk, or customer service.
  
• Strong troubleshooting and problem‑solving skills.
  
• Good communication skills (verbal and written).
  
• Ability to handle multiple tasks and work under pressure.
  
• Comfortable with learning new software and technologies.
  
• Familiarity with CRM and ticketing systems.
  

Skills Required

• Technical troubleshooting
  
• Customer communication and empathy
  
• Ticket management
  
• Problem analysis and resolution
  
• System / network basics
  
• Windows & Linux fundamentals
  
• Product configuration support
  
• MS Office proficiency
  

Key Performance Indicators (KPIs)

• First Response Time
  
• Ticket Resolution Time
  
• Customer Satisfaction (CSAT)
  
• Ticket Closure Rate
  
• Escalation Handling
  
• Self‑Help Documentation Contribution