Technical Support Executive

Research and identify solutions to user’s concerns/issues regarding software applications.

Diagnose and troubleshoot product-related issues, including account set-up.

Ask customers targeted questions to understand the root of the problem quickly.

Track Application issues through the resolution, within agreed time limits.

Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.

Proper and timely escalating unresolved issues to appropriate internal teams.

Provide prompt and accurate resolution feedback to customers' concerns.

Pro-actively raising the concerns/gaps identified.

Refer to internal databases or external resources to provide accurate technical solutions.

Ensure all issues are properly logged.

Keep all required stakeholders updated on the status of priority issues raised.

Prioritize and manage several open issues at one time.

Follow up with clients to ensure their applications are fully functional after troubleshooting.

Identify the area where training is required for customers/teams internally.

Prepare accurate and timely reports.

Document technical knowledge in the form of notes and manuals.

Build and maintain cordial relationships with clients.