Customer Support Executive

Key Responsibilities

1. Technical Support

•  Respond to customer queries via phone, email, and ticketing tools.
•  Troubleshoot and resolve issues related to software, systems and networks.
•  Guide users through step-by-step solutions and provide clear instructions.
•  Log and track all support requests, incidents, and resolutions.

2. System & Application Support

•  Install, configure, and maintain software/applications for clients or internal teams.
•  Assist in upgrades, patches, and updates.
•  Monitor performance and escalate major issues to senior technical teams.

3. Customer Handling

•  Maintain a high level of customer satisfaction through professional communication.
•  Follow up with users to ensure issues are resolved fully.
•  Document FAQs, common issues, and solutions. And Cross sell / upsell the product.

4. Ticket Management

•  Prioritize and manage multiple open tickets.
•  Meet SLA timelines for response and resolution.
•  Escalate unresolved issues to appropriate departments. 

Required Skills & Qualifications

•  Any graduate.
•  1–3 years of experience in technical support/helpdesk roles.
•  Strong knowledge of Windows/Linux OS, networking basics, and troubleshooting.Familiarity with ticketing systems (Jira, Zendesk, Freshdesk, ServiceNow, etc.).
•  Excellent communication and problem-solving skills.
•  Strong ability of upselling or cross selling.