IT Support Executive

Key Responsibilities:

 Provide hands-on technical support for complex or escalated issues.

 Conduct regular training sessions to enhance product and troubleshooting knowledge.

 Collaborate with other departments (Engineering, QA, Product, etc.) to address recurring technical issues.

 Maintain documentation for processes, FAQs, and knowledge base articles.

 Identify process improvement opportunities to increase efficiency and service quality.

Required Skills & Qualifications:

 Bachelor’s degree in Computer Science, Information Technology, or related field.

 1-3 years of experience in technical support.

 Strong understanding of IT systems, networks, and troubleshooting tools.

 Excellent problem-solving, analytical, and communication skills.

 Proven ability to manage team performance and motivate staff.

 Experience with helpdesk/ticketing systems (e.g., Zendesk, Jira, Freshdesk).

 Ability to handle high-pressure situations and multiple priorities.

Preferred Qualifications:

 Experience in supporting SaaS or enterprise software environments.

 Knowledge of CRM systems, APIs, or cloud technologies.

 Ability to handle a team is a must Key Performance Indicators (KPIs):

 SLA adherence rate

 Customer satisfaction (CSAT/NPS)

 First call resolution rate

 Ticket backlog and response time

 Team productivity and attrition rate