Technical Support Executive

About Robro Systems

Robro Systems is a fast -growing innovator in AI -powered automation and machine vision, specializing in web inspection solutions for technical textiles. Our flagship product, the Kiara Web Inspection System, enables manufacturers to achieve real -time defect detection, improve operational efficiency, and enhance quality control. At Robro, we are driven by Vision, Intelligence, and Control.

Role Overview

We are looking for a proactive and technically skilled Technical Support Executive to join our support team. The ideal candidate will be responsible for handling customer technical issues, managing support tickets, troubleshooting hardware/software -related problems, and ensuring timely resolution. The role requires strong communication skills, problem -solving ability, and coordination with internal teams to deliver excellent customer support.

Key Responsibilities

• Handle customer technical queries and provide timely resolutions.
  
• Manage support tickets using ticketing tools (preferably Zoho Desk or similar platforms).
  
• Analyze, troubleshoot, and resolve technical issues related to software, hardware, and system operations.
  
• Coordinate with Engineering, QA, and Product teams for issue escalation and resolution.
  
• Maintain proper documentation of issues, solutions, and troubleshooting steps.
  
• Update and maintain knowledge base, FAQs, and support documentation.
  
• Monitor ticket status, follow up on pending issues, and ensure SLA compliance.
  
• Provide remote and on -site technical assistance to customers when required.
  
• Collect customer feedback and share insights for product improvement.
  
• Assist in system installation, configuration, and basic troubleshooting activities.
  

Requirements

Must -Have Qualifications:

• B.E./B.Tech in Engineering, Computer Science, Electronics, or related technical discipline.
  
• 1–3 years of experience in technical support, IT support, or customer support role.
  
• Basic experience with ticketing systems (Zoho Desk preferred).
  
• Strong troubleshooting and analytical skills.
  
• Good communication and customer handling skills.
  
• Ability to manage multiple tasks and prioritize issues effectively.
  
• Basic understanding of software, hardware, networking, and system troubleshooting.
  

Preferred:

• Experience with industrial automation, manufacturing systems, or machine vision solutions.
  
• Exposure to product support and customer issue management.
  
• Familiarity with documentation, SOPs, and knowledge management practices.
  
• Willingness to learn new technologies and support tools.