Support Desk Executive

Job ID: CSP-IND-2220

Department: Software Services
Job Type: Permanent
Location: India

Job Details

The Support Executive will be responsible for providing exceptional customer service and technical support to the users of the company products and services through voice and email interactions. The SDE will be responsible for providing first level solution and assist in resolving technical issues, escalating complex issues to next level, and documenting all customer interactions.

Key responsibilities:

  • Respond to customer inquiries and provide technical support through voice or email interactions.
  • Diagnose and troubleshoot technical issues with hardware, software, and operating systems.
  • Provide guidance and assistance to customers on the use of products and services.
  • Escalate complex technical issues to next level for resolution.
  • Document all customer interactions and technical issues in the CRM system.
  • Collaborate with other teams, such as engineering or product development, to resolve complex technical issues and come to a solution.
  • Ensure that all customer interactions are handled in a timely and professional manner.
  • Meet or exceed performance metrics, such as first call resolution rate, average handling time, and customer satisfaction score.
  • Keep up to date with the latest technology trends and updates related to the products and services offered by the company.

Requirements (Qualifications/Experience/Competencies)

  • Excellent communication skills in English, both written and verbal.
  • A strong technical background and knowledge of web applications, APPs, software platforms, technologies.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Excellent problem-solving skills and ability to troubleshoot technical issues.
  • Ability to work independently and as part of a team.
  • Good customer service skills and ability to work with customers in a friendly and professional manner.
  • Flexibility to work in shifts, including night shifts, weekends, and holidays.
  • Knowledge of remote desktop tools and customer relationship management (CRM) software preferred.

 Education and Experience:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 2+ years of experience in technical support or customer service with strong email etiquette preferred.
  • Relevant technical certifications may be preferred.