Technical Support/ Customer Support ,

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, or ticketing systems regarding product functionality, usage, or technical problems.
• Diagnose and troubleshoot technical issues, providing step-by-step guidance or escalating complex problems to higher technical teams.
• Document all interactions and resolutions in the company's CRM or ticketing system accurately.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Assist customers in understanding product features and best practices.
• Collaborate with product development and engineering teams to report recurring issues or suggest improvements.
• Maintain up-to-date knowledge of product updates, system changes, and company policies.
• Meet service level agreements (SLAs) and individual performance targets related to customer satisfaction, response time, and issue resolution.

Requirements:

• Bachelor's degree in Computer Science, Electronics, IT, or related fields preferred.
• Freshers with strong technical aptitude and communication skills are welcome.
• Basic understanding of software, hardware, networking, or relevant technologies.
• Strong problem-solving skills and customer-focused attitude.
• Excellent verbal and written communication skills in English.
• Ability to work in shifts including nights and weekends if required.
• Familiarity with CRM or ticketing tools is a plus but not mandatory.

Preferred Skills:

• Prior experience in technical support or customer service is an advantage.
• Certifications like CompTIA A+, ITIL, or relevant technical certifications are a plus.
• Multilingual abilities depending on customer base.
• Ability to explain technical concepts in simple language to customers.