Support Executive

Responsibilities

• Handle day-to-day IT service desk operations and provide functional support via phone.
• Manage end-to-end incident lifecycle - diagnosis, resolution, ageing, and vendor escalation.
• Improve First Contact Resolution (FCR) and ensure adherence to SLAs and internal processes.
• Perform remote troubleshooting and route issues to appropriate support teams.
• Communicate IT service disruptions/outages to customers promptly.
• Maintain and prepare reports on tickets, calls, and related tasks.
• Ensure customer satisfaction through timely and effective issue resolution.
• Strong problem-solving, analytical, and communication (verbal and written) skills.
• Prior experience in incident management and troubleshooting (preferably in Retail domain).

Preferred Qualifications

• Location: Hyderabad.
• Good listening, complaint management, and customer service skills.
• Flexible for shifts covering multiple time zones.
• Fluent in English with excellent communication and interpersonal skills.
• Organized, detail-oriented, adaptable, and able to multitask under pressure.
• Positive attitude, team player, and commercially aware.

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