Executive - Tech Support

Designation : Tech Support Executive Team : TS-Customer Support

Experience : Fresher or Experienced Reporting : Team Lead

Position Overview

We are looking for a Tech Support Executive who will play a dual role in providing

exceptional customer service while also addressing technical issues related to

transactions, failures, and refunds. In this role, you will not only handle customer

inquiries but also manage the technical side of resolving issues such as payment failures,

initiating refunds, and ensuring smooth operational workflows. This is a critical position

to ensure both customer satisfaction and the technical integrity of our systems.

Academics 2nd PUC (should be passed) or Any bachelors degree, B.SC(Compute Science) or BCA is an additional advantage.

Roles & Responsibilities

Customer and Technical Support:

• Respond to customer inquiries and technical issues across multiple

communication channels (phone, email, live chat, etc.).

• Provide timely, clear, and concise resolutions to customer complaints, technical

inquiries, and product/service issues.

• Handle escalated issues, ensuring that all customer concerns are addressed

professionally.

• Communicate with customers regarding transaction failures, explaining the cause

and providing clear next steps.

• Manage customer expectations around refund timelines and process

transparency.

• Monitor, diagnose, and resolve transaction failures in real-time.
• Investigate payment processing errors or system issues that cause transaction

failures and ensure quick resolution.

• Collaborate with technical teams to identify and fix root causes of recurring

issues to reduce transaction failures.

• Guide customers through the steps to resolve transaction-related issues,

providing both technical and customer-focused solutions.

Refund Initiation and Monitoring:

• Identify the need for refunds based on transaction failures, cancellations, or

other service-related issues.

• Initiate the refund process by working with relevant internal teams (billing,

finance, technical) to ensure accuracy.

• Track and follow up on refunds to ensure they are processed within the

company's service level agreements (SLAs).

• Provide customers with clear timelines and updates regarding their refund

requests.

Collaboration and Coordination:

• Work closely with other technical teams to resolve system-related issues

affecting customer transactions, refunds, and account management.

• Coordinate with the finance team to ensure timely and accurate processing of

refunds and adjustments.

• Document and escalate unresolved technical issues or system bugs to

higher-level technical support or engineering teams.

Documentation & Reporting:

• Maintain detailed logs of customer interactions, transaction failures, technical

issues, and refund statuses.

• Generate regular reports on transaction issues, failure rates, and refund

processing to provide insights for process improvement.

• Contribute to knowledge base articles, FAQs, and troubleshooting guides to assist

customers and the support team.

Customer Feedback & Process Improvement:

• Gather customer feedback on transaction and refund processes, identifying areas

for improvement.

• Analyze common issues and suggest improvements to technical workflows,

systems, or customer service protocols.

• Ensure customer-facing documentation, such as support tickets and

troubleshooting steps, is clear and up-to-date.

Skills & Ability

Ability to adapt to new technologies and software platforms quickly.

Fluency in English, Hindi and any regional languages may be beneficial,

depending on the organization's needs.

He/she has to know the OS like windows or Linux, also should know basics of

MS word and excel.

Others

Flexibility to work occasional evenings or weekends as needed.

What youll gain

Will gain a diverse set of skills and experiences that can benefit both personal and

professional development. Here are some potential gains:

Professional Growth

Cross-functional Collaboration

Strategic Thinking

Relationship Building

Project Management Experience

Continuous Learning

Career Advancement Opportunities