Senior Technical Support Executive

Responsibilities:

• Advanced Troubleshooting & Resolution: Provide expert-level technical support for complex hardware, software, network, and system-related issues that cannot be resolved by frontline support. Diagnose root causes of problems, identify solutions, and implement fixes.
• Escalation Management: Own and manage escalated customer issues from initial contact to resolution, ensuring timely updates and effective communication with customers and internal stakeholders. Collaborate with engineering, product development, and other teams to resolve critical and complex problems.
• Mentorship & Training: Guide, mentor, and train junior technical support staff on troubleshooting techniques, product knowledge, and best practices. Conduct knowledge-sharing sessions and contribute to the development of training materials.
• Process Improvement: Identify and recommend improvements to existing technical support processes, tools, and workflows to enhance efficiency, reduce resolution times, and improve overall customer experience.
• Documentation & Knowledge Management: Create, review, and maintain comprehensive technical documentation, knowledge base articles, FAQs, and troubleshooting guides for internal and external use. Ensure accuracy and accessibility of information.
• Customer Relationship Management: Build and maintain strong relationships with customers, acting as a trusted advisor for technical matters. Provide proactive support and communicate complex technical information clearly to both technical and non-technical audiences.
• Performance Monitoring & Reporting: Monitor individual and team performance metrics (e.g., FCR, AHT, CSAT for complex issues) and contribute to reports on technical support trends and challenges.
• Product & System Expertise: Maintain in-depth knowledge of the company's products/services, underlying technologies, and relevant industry trends.
• On-Call Support (if applicable): May be required to participate in an on-call rotation to provide off-hours support for critical issues.