Technical Support Executive

Job Details

Job Details

Urgent Hiring for Technical Support Executive (Job Code: TSCHD) 1-3 Years

Job Title: Technical Support Executive

Location: Chandigarh

Position Type: Full-Time

Job Overview:

We are looking for a proactive and skilled Technical Support Executive to join our team. In this role, you will be responsible for delivering exceptional technical support, diagnosing and resolving issues, and ensuring a seamless user experience. You ll collaborate with internal teams to solve complex problems and provide both remote and on-site support when necessary.

Key Responsibilities:

• Customer Support: Provide timely and accurate technical assistance via phone, email, or chat, effectively resolving customer inquiries and issues.
• Troubleshooting Diagnostics: Identify, diagnose, and resolve hardware and software issues, investigate root causes, and implement effective solutions.
• Product Setup Configuration: Assist customers in setting up and configuring products, ensuring smooth onboarding and seamless integration into their systems.
• CRM Management: Maintain accurate records of customer interactions, technical issues, and resolutions within the CRM system to track issue resolution and improve service efficiency.
• Collaboration: Work closely with internal technical teams to escalate and resolve complex issues, ensuring timely follow-up on open support tickets.
• Customer Education: Educate customers on product features, troubleshooting methods, and best practices, empowering them to independently resolve common issues.
• Solution Testing: Test and verify solutions to ensure complete resolution and customer satisfaction.
• Documentation: Contribute to the creation of FAQs, knowledge base articles, and training materials to enable customers to access self-service resources.
• Continuous Learning: Stay informed about product updates, software changes, and industry trends to enhance customer support capabilities.

Qualifications:

• Experience: Proven experience in technical support or customer-facing roles, preferably in the tech or IT sector.
• Technical Knowledge: Strong understanding of computer systems, software, hardware, and troubleshooting techniques.
• Problem-Solving: Excellent diagnostic and problem-solving skills, with the ability to resolve complex technical issues.
• Communication Skills: Ability to explain technical concepts clearly to non-technical customers, ensuring clarity and understanding.
• Customer Focus: Strong verbal and written communication skills, with an emphasis on customer satisfaction.
• Patience Professionalism: Ability to manage challenging customer situations with patience, professionalism, and a solution-oriented approach.
• Teamwork Independence: Comfortable working independently as well as collaboratively within a team environment.

Preferred Skills:

• CRM Support Tools: Familiarity with customer support software and CRM tools.
• Certifications: Technical certifications (e.g., CompTIA A+, Microsoft Certified) are an advantage.
• Industry Experience: Previous experience in IT services or telecommunications is beneficial.

If you are passionate about solving technical problems and providing top-notch customer service, we would love to have you on our team!

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Friday, February 7, 2025

Today, we at Cogniter proudly celebrate a remarkable milestone - 20 incredible years of dedication, leadership, and excellence by Col. R.S. Sandhu!

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Role: Customer Success Associate

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success

Education

UG: Any Graduate

PG: Any Postgraduate