Customer Support Executive

The Technical Customer Support Executive is the primary point of contact for customers seeking assistance with technical issues, troubleshooting, and guidance on the company's products or services. This role requires a blend of strong technical aptitude and excellent communication skills to ensure efficient problem resolution and high customer satisfaction. The ideal candidate will be patient, highly analytical, and committed to maintaining a deep understanding of our technical offerings.

Key Responsibilities Technical Support and Troubleshooting

• Provide timely, professional, and accurate technical support to customers via phone, email, and live chat.
• Diagnose, troubleshoot, and resolve complex technical issues related to software, hardware, system configuration, and networking.
• Guide customers through step-by-step procedures to resolve issues or perform product setup, installation, or configuration.
• Maintain an in-depth, working knowledge of all company products, services, and technical support procedures.

Customer and Case Management

• Document all customer interactions, troubleshooting steps, and resolutions accurately in the Customer Relationship Management (CRM) and ticketing systems (e.g., Salesforce, Zendesk, Jira).
• Prioritize and manage a high volume of technical support tickets within agreed-upon Service Level Agreements (SLAs).
• Escalate unresolved or complex issues to Level 2/3 Technical Support or relevant internal teams (e.g., Engineering, Product Development) and track them to resolution.
• Follow up with customers to ensure their technical issues have been completely resolved and they are satisfied with the solution.

Process Improvement and Documentation

• Identify and report recurring technical issues or trends to the management team for product improvement consideration.
• Contribute to the creation and maintenance of a comprehensive Knowledge Base, including User Manuals, FAQs, self-help articles, and troubleshooting guides for customers and internal team use.
• Participate in testing new product releases and updates to proactively identify potential technical issues.

Required Qualifications and SkillsTechnical Skills

• Proven experience (e.g., 1-3 years) in a Technical Support, Help Desk, or similar customer-facing role.
• Strong troubleshooting and diagnostic skills for identifying the root cause of issues in complex systems.
• Familiarity with CRM software and support ticketing systems.
• Working knowledge of common operating systems (Windows, macOS) and/or basic networking concepts (TCP/IP, DNS, VPN) is often preferred.
• [Optional/Add specific product knowledge: e.g., Experience with SaaS applications, cloud platforms (AWS, Azure), or specific programming/database languages (SQL).]

Soft Skills

• Exceptional communication skills (verbal and written) with the ability to explain complex technical information clearly and simply to non-technical users.
• Strong problem-solving and analytical skills.
• Customer-focused attitude with a high degree of empathy, patience, and professionalism.
• Ability to multitask, manage time effectively, and prioritize competing demands in a fast-paced environment.
• A strong commitment to continuous learning and staying current with product and industry technical changes.