Technical Support Executive

What You'll Do :

• Customer Issue Resolution : Respond to customer inquiries, troubleshooting requests, and technical issues across various communication channels, including phone, chat, and ticketing systems.
• Technical Diagnosis : Diagnose and resolve technical problems by investigating issues related to product installation, configuration, usage, and compatibility, particularly for Kaseya 365 Endpoint.
• Issue Escalation : Work collaboratively with internal teams to escalate and resolve complex technical issues that require further investigation.
• Documentation & Knowledge Sharing : Create clear and concise documentation to help customers resolve issues independently and improve self-service resources. Contribute to the knowledge base by documenting common issues, solutions, and best practices to enhance team efficiency.
• Remote Troubleshooting : Engage in remote troubleshooting sessions, meticulously analyzing logs and diagnosing issues to identify potential technical challenges.
• Product Configuration & Optimization : Assist customers in configuring and optimizing our products to meet their specific needs and environments.
• Continuous Learning : Stay informed about product updates, industry trends, and best practices to provide relevant and effective support.
• On-Call Support : Participate in on-call rotations to provide after-hours technical support for urgent customer issues.
• Product Feedback : Provide valuable feedback to internal teams based on customer interactions to help continuously improve the product.

What You'll Bring :

(ref : hirist.tech)