Technical Support Specialist

A Technical Support Executive is responsible for helping customers or internal users resolve technical issues related to products, software, or services.

🔹 Role Overview

A Technical Support Executive provides assistance to users by troubleshooting technical problems, ensuring smooth system usage, and delivering a positive customer experience.

🔹 Key ResponsibilitiesHandle customer queries via emails, chat or sometimes over a call.

• Diagnose and troubleshoot technical issues
• Provide step-by-step solutions or escalate  problems
• Maintain records of issues and resolutions (tickets/logs)
• Coordinate with internal teams (IT, product, etc.)
• Ensure timely resolution and customer satisfaction

🔹 Required SkillsBasic understanding of Softwares, Database, API’s

• Strong problem-solving ability
• Good communication skills (verbal & written)
• Patience and customer-handling skills
• Familiarity with CRM or ticketing tools

🔹 QualificationsGraduate in any field (IT preferred but not mandatory)

• Certifications (optional): Hardware, Networking, or relevant tools

🔹 Experience 3+ years 

🔹 KPIs / Performance Metrics

• First response time
• Resolution time
• Customer satisfaction (CSAT)
• Number of tickets handled