Technical Support Executive
Remote / Full time
Role & Responsibilities :
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Provide technical support to customers via phone, email, or chat, assisting with software and hardware-related issues.
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Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions.
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Collaborate with the development and product teams to escalate and resolve complex issues.
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Document customer interactions, issues, and solutions for knowledge base articles.
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Ensure timely and effective communication with customers, keeping them informed about the status of their technical inquiries.
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Assist in creating and updating support documentation and FAQs.
Requirements :
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Proven experience as a Technical Support Executive or similar role.
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Strong understanding of software and hardware systems.
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Excellent problem-solving and communication skills.
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Familiarity with remote desktop applications.
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Ability to work in a fast-paced environment and handle multiple support tickets simultaneously.
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Customer-oriented mindset with a focus on delivering a positive customer experience.
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Basic knowledge of programming languages or scripting is a plus.
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Knowledge of ITIL practices is advantageous.
Education:
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Bachelor’s degree in Computer Science, Information Technology, or related field.
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Relevant certifications in technical support or IT are a plus.
Additional Competencies:
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Excellent English, quantitative, technical, and communication (oral/written) skills.
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Strong interpersonal and teamwork skills.
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Ability to adapt to new technologies and tools quickly.
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Patience and empathy when dealing with customers.
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Detail-oriented with a commitment to quality.
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Strong time management and organizational skills.