Job Description

Open Position: Technical Support Executive Location: Malad (West), Mumbai Experience: 2 to 7 Years Qualification: Any Graduate : 1. Research and identify solutions to users\' concerns/issues regarding software applications. 2. Diagnose and troubleshoot product-related issues, including account set-up. 3. Ask customers targeted questions to quickly understand the root of the problem. 4. Track Application issues through the resolution, within agreed time limits. 5. Talk clients through a series of actions, either via phone, email, or chat, until they\'ve solved a technical issue. 6. Proper and timely escalation of unresolved issues to appropriate internal teams. 7. Provide prompt and accurate resolution feedback to customers\' concerns. 8. Proactively raising the concerns/gaps identified. 9. Refer to internal databases or external resources to provide accurate technical solutions. 10. Ensure all issues are properly logged. 11. Keep all required stakeholders updated on the status of priority issues raised. 12. Prioritize and manage several open issues at one time. 13. Follow up with clients to ensure their applications are fully functional after troubleshooting. 14. Identify the area where training is required for customers/teams internally. 15. Prepare accurate and timely reports. 16. Document technical knowledge in the form of notes and manuals. 17. Build and maintain cordial relationships with clients. Required Skills: - 1. Good Communication. 2. Email Etiquette. 3. Technical Skills. 4. Remote Desktop Tools. 5. Ticketing Tools. 6. SQL Database Queries. 7. Advanced Excel

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