Job Title: Technical Support Executive
Department: Technical Operations
Location: Indore (On-site)
Experience: 1–3 Years
Company: Robro Systems
Website: www.robrosystems.com
About Robro Systems
Robro Systems is a fast-growing innovator in AI-powered automation and machine vision, specializing in web inspection solutions for technical textiles. Our flagship product, the Kiara Web Inspection System, enables manufacturers to achieve real-time defect detection, improve operational efficiency, and enhance quality control. At Robro, we are driven by Vision, Intelligence, and Control.
Role Overview
We are looking for a proactive and technically skilled Technical Support Executive to join our support team. The ideal candidate will be responsible for handling customer technical issues, managing support tickets, troubleshooting hardware/software-related problems, and ensuring timely resolution. The role requires strong communication skills, problem-solving ability, and coordination with internal teams to deliver excellent customer support.
Key Responsibilities
- Handle customer technical queries and provide timely resolutions.
- Manage support tickets using ticketing tools (preferably Zoho Desk or similar platforms).
- Analyze, troubleshoot, and resolve technical issues related to software, hardware, and system operations.
- Coordinate with Engineering, QA, and Product teams for issue escalation and resolution.
- Maintain proper documentation of issues, solutions, and troubleshooting steps.
- Update and maintain knowledge base, FAQs, and support documentation.
- Monitor ticket status, follow up on pending issues, and ensure SLA compliance.
- Provide remote and on-site technical assistance to customers when required.
- Collect customer feedback and share insights for product improvement.
- Assist in system installation, configuration, and basic troubleshooting activities.
Requirements
Must-Have Qualifications:
- B.E./B.Tech in Engineering, Computer Science, Electronics, or related technical discipline.
- 1–3 years of experience in technical support, IT support, or customer support role.
- Basic experience with ticketing systems (Zoho Desk preferred).
- Strong troubleshooting and analytical skills.
- Good communication and customer handling skills.
- Ability to manage multiple tasks and prioritize issues effectively.
- Basic understanding of software, hardware, networking, and system troubleshooting.
Preferred:
- Experience with industrial automation, manufacturing systems, or machine vision solutions.
- Exposure to product support and customer issue management.
- Familiarity with documentation, SOPs, and knowledge management practices.
- Willingness to learn new technologies and support tools.
