Technical Customer Support Executive

About the Role

• Responsible and proactive Technical Customer Support Representative.
• Act as a bridge between clients and developers for smooth communication, proper issue tracking, and timely resolution of reported problems.
• Primarily involves client communication and coordination with the technical team.
• Coding or software development is not required.

Key Responsibilities

• Handle technical queries and issues reported by clients through calls, emails, and chat.
• Understand client problems and collect all relevant information.
• Perform basic troubleshooting and initial checks.
• Coordinate with the development team to communicate reported issues.
• Share clear details of issues, including screenshots and steps to reproduce the problem.
• Regularly follow up with developers to ensure timely resolution.
• Keep clients updated about the progress of their reported issues.
• Verify whether the reported issue has been resolved before closing the ticket.
• Maintain proper records of client complaints, issues, and resolutions.
• Take ownership of every reported issue until it is successfully resolved.

Requirements & Tech Stack

• Good verbal and written communication skills.
• Basic understanding of computers, software, websites, and applications.
• Good problem-solving and analytical abilities.
• Ability to understand technical problems and communicate them effectively.
• Strong coordination and follow-up skills.
• Patience and a customer-focused approach.
• Ability to manage multiple client queries and tasks.
• Knowledge of MS Excel, Google Sheets, or ticket management tools is an added advantage.

Qualifications

• Graduation in any stream is preferred.
• Basic technical knowledge and good communication skills are essential.
• Prior experience in customer support, technical support, or client coordination will be an advantage.
• This is not a coding or software development role. The candidate is not expected to fix technical bugs independently.