Technical Support Executive

Technical Support Executive

Location: Kharadi, Pune (onsite)

Employment Type: Fulltime Permanent role

Shift Timing: 10:00 AM - 7:00 PM

Mon to Sat Work From Office

Looking for Immediate Joiners...

Technical Engineer Support will act as a key point of contact between the company and the customer, ensuring seamless onboarding, successful implementation of devices, and post-installation support. This role involves configuring devices, managing logistics, and providing ongoing customer success management, troubleshooting, and technical support. You will work closely with the sales, development, and project management teams to ensure customer satisfaction and efficient resolution of issues.

Your Role:

Customer Onboarding:

Serve as the primary contact for customers during the onboarding process.

Collaborate with internal teams and customers to agree on a project plan, including the arrival date

and installation schedule.

Coordinate logistics and travel arrangements as necessary for the delivery and installation of devices.

Device Provision & Implementation:

Configure customer devices based on agreed specifications.

Ensure internal approval of all device configurations prior to deployment.

Manage and monitor the status of device implementation to ensure timely delivery and setup.

Work closely with internal teams to ensure the project plan aligns with both customer expectations

and internal capabilities.

Customer Success & Training:

Ensure customer onboarding follows the agreed scope of work.

Handover all training materials and support documents to customers, ensuring they understand and

are prepared to use the provided solutions.

Coordinate with the sales team to raise any requests for additional work or enhancements that may

arise post-onboarding.

Technical Support & Troubleshooting:

Provide support to customers for hardware and software-related issues.

Diagnose, troubleshoot, and resolve technical issues, escalating complex problems to the

development team via Jira as necessary.

Log all contacts on our tickets-based system, track and log all interactions and provide reporting

Maintain clear communication with customers regarding the status of their raised issues, ensuring

timely updates and resolutions.

The Ideal Candidate Will Have the Following Skills:

Experience:

Proven experience in a technical support or engineering role, ideally with exposure to customer

onboarding and device configuration.

Familiarity with project planning, device logistics, and customer training processes.

Experience using Jira or similar ticketing systems for issue tracking and escalation.

Technical Skills:

Strong understanding of software and hardware troubleshooting.

Experience in configuring devices, managing technical deployments, and solving technical issues.

Proficient in using collaboration tools like Jira and project management tools

Soft Skills:

Excellent communication skills (both written and verbal).

Strong problem-solving skills with a customer-first mindset.

Ability to manage multiple priorities and work in a fast-paced environment.

Strong organisational skills and attention to detail.