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Technical Support Executive

Robro Systems
Indore, IND
Full-time
Entry · 1+ years experience
Onsite
Discovered 3 weeks ago
Zoho DeskKiara Web Inspection System
Free

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About Robro Systems

Robro Systems is a fast-growing innovator in AI-powered automation and machine vision, specializing in web inspection solutions for technical textiles. Our flagship product, the Kiara Web Inspection System , enables manufacturers to achieve real-time defect detection, improve operational efficiency, and enhance quality control. At Robro, we are driven by Vision, Intelligence, and Control .

Role Overview

We are looking for a proactive and technically skilled Technical Support Executive to join our support team. The ideal candidate will be responsible for handling customer technical issues, managing support tickets, troubleshooting hardware/software-related problems, and ensuring timely resolution. The role requires strong communication skills, problem-solving ability, and coordination with internal teams to deliver excellent customer support.

Key Responsibilities

  • Handle customer technical queries and provide timely resolutions.
  • Manage support tickets using ticketing tools (preferably Zoho Desk or similar platforms).
  • Analyze, troubleshoot, and resolve technical issues related to software, hardware, and system operations.
  • Coordinate with Engineering, QA, and Product teams for issue escalation and resolution.
  • Maintain proper documentation of issues, solutions, and troubleshooting steps.
  • Update and maintain knowledge base, FAQs, and support documentation.
  • Monitor ticket status, follow up on pending issues, and ensure SLA compliance.
  • Provide remote and on-site technical assistance to customers when required.
  • Collect customer feedback and share insights for product improvement.
  • Assist in system installation, configuration, and basic troubleshooting activities.

Must-Have Qualifications:

  • B.E./B.Tech in Engineering, Computer Science, Electronics, or related technical discipline.
  • 1–3 years of experience in technical support, IT support, or customer support role.
  • Basic experience with ticketing systems (Zoho Desk preferred).
  • Strong troubleshooting and analytical skills.
  • Good communication and customer handling skills.
  • Ability to manage multiple tasks and prioritize issues effectively.
  • Basic understanding of software, hardware, networking, and system troubleshooting.

Preferred:

Experience with industrial automation, manufacturing systems, or machine vision solutions.

Exposure to product support and customer issue management.

Familiarity with documentation, SOPs, and knowledge management practices.

Willingness to learn new technologies and support tools.

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