Career

Job description

Role: Support Executive (1)

Education Qualification: Any degree

Experience: fresher can apply

Technical Skills:

• Product Knowledge: In-depth understanding of the company's products and services.

• Troubleshooting: Ability to diagnose and resolve technical issues efficiently.

• CRM Software: Proficiency in using customer relationship management software.

• Technical Support Tools: Familiarity with support tools such as MS office, Goole tools(Sheets, docs etc), remote desktop software, and diagnostic tools.

• Networking Fundamentals: Basic knowledge of networking principles and troubleshooting.

• Software Installation and Configuration: Experience with setting up and configuring software applications.

• Data Analysis: Ability to analyze data from customer interactions to identify trends and areas for improvement.

• Technical Documentation: Skill in creating clear and concise technical documentation for internal and external use.

• Operating Systems: Proficiency in various operating systems, including Windows, macOS, and Linux.

• Basic Coding/Scripting: Understanding of basic coding or scripting languages to troubleshoot or automate tasks.

Non-Technical Skills:

• Communication: Excellent verbal and written communication skills to interact effectively with customers.

• Empathy: Ability to understand and empathize with customer concerns and needs.

• Problem-Solving: Strong analytical and problem-solving abilities to address and resolve issues.

• Patience: Patience and calm demeanor, especially when dealing with frustrated or upset customers.

• Time Management: Ability to prioritize and manage multiple tasks efficiently.

• Team Collaboration: Strong teamwork skills to collaborate with colleagues and other departments.

• Adaptability: Flexibility to adapt to changing processes, technologies, and customer needs.

• Customer Focus: Commitment to providing exceptional customer service and enhancing customer satisfaction.

• Organizational Skills: Strong organizational abilities to keep track of customer interactions and follow-ups.

• Conflict Resolution: Skill in handling conflicts and difficult situations professionally and diplomatically.

Customer Support:

• Respond to customer queries and issues via phone, email, chat, and social media.

• Provide accurate information and troubleshooting steps to resolve customer issues effectively.

• Escalate complex issues to higher-level support or specialized departments.

Technical Assistance:

• Assist customers in setting up and configuring products/services.

• Guide customers through troubleshooting steps for technical problems.

• Ensure clear documentation and communication of technical solutions.

Product Knowledge:

• Maintain up-to-date knowledge of the company's products and services.

• Educate customers on product features, benefits, and usage best practices.

• Conduct training sessions or webinars for customers as needed.

Problem Resolution:

• Analyze customer issues to identify root causes and provide permanent solutions.

• Collaborate with other departments to resolve complex issues and improve processes.

• Follow up with customers to ensure satisfactory resolution and closure of issues.

Customer Relationship Management:

• Build and maintain strong relationships with customers to enhance their overall experience.

• Gather and document customer feedback to improve products and services.

• Assist in creating a positive image of the company through professional and empathetic interactions.

Reporting and Documentation:

• Record all customer interactions and issues in the CRM system accurately.

• Generate regular reports on common issues, customer satisfaction, and support metrics.

• Document frequently asked questions and solutions to create a knowledge base.

Team Collaboration:

• Work closely with other support executives and team members to share knowledge and best practices.

• Participate in team meetings, training sessions, and performance reviews.

• Support team goals and contribute to a collaborative and positive work environment.

Continuous Improvement:

• Stay updated with industry trends and advancements in customer support.

• Suggest and implement improvements to the support process and tools.

• Participate in training and development programs to enhance skills and knowledge.

Job Type: Full-time

Pay: From ₹6,500.00 per month

Benefits:

• Paid sick time

Shift:

• Day shift

Work Days:

• Monday to Friday

• Weekend availability

Experience:

• total work: 1 year (Preferred)