IT Support Executive

Roles and Responsibilities

Customer Support : Respond to customer inquiries via phone, email, or chat to address hardware, and software-related issues, resolve bugs, and assist with general troubleshooting.

Troubleshooting : Analyze, diagnose, and resolve hardware and software problems, documenting the resolution steps in a ticketing system.

Hardware testing and setup : Before sending the customer to check hardware and setup prerequisites as per the process.

Software Installation & Setup : Assist clients with software installation, configuration, and updates.

Product Expertise : Maintain an in-depth understanding of the company's software products and services to assist users effectively.

Technical Documentation : Create and maintain detailed, user-friendly documentation and FAQS for troubleshooting common issues.

Testing & Bug Reporting : Collaborate with the development team to identify bugs, test software updates, and provide feedback for product improvement.

Customer Training : Provide training to users on best practices and how to use the software efficiently.

Escalation Management : Identify issues that require advanced technical support and escalate them appropriately to ensure timely resolution.

Quality Assurance : Perform quality checks on customer systems to prevent future issues.

Required Skills & Qualifications :

Technical Knowledge : Proficiency with various software platforms and operating syster (Windows, macOS, Linux). Knowledge of LAN and wireless networks. Familiar w databases, networks, and hardware troubleshooting is a plus.

Communication Skills : Excellent written and verbal communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.

Problem-solving : Strong analytical and diagnostic abilities to resolve software issue quickly and efficiently.

Customer Service : A friendly and empathetic demeanor, with a focus on user satisfaction. Experience in customer support roles is a plus.

Time Management : Ability to prioritize tasks, manage time efficiently, and handle multiple support requests concurrently.