We are seeking a proactive and customer-centric IT Customer Support Executive to manage IT-related customer queries using CRM platforms. The role focuses on handling support tickets, maintaining customer interaction records, ensuring timely issue resolution, and delivering a high-quality support experience through effective use of CRM tools.

Key Responsibilities
Manage and respond to IT support requests through CRM and ticketing systems
Log, track, and update all customer interactions, incidents, and service requests in the CRM tool
Provide first-level technical support for hardware, software, system access, and application-related issues
Ensure timely follow-ups and resolution of tickets in line with defined SLAs
Coordinate with internal IT, development, and infrastructure teams for issue escalation and resolution
Maintain accurate customer profiles, support history, and case documentation in CRM
Communicate clearly with customers regarding issue status, resolution timelines, and next steps
Identify recurring issues and update knowledge base or FAQs within the CRM system
Monitor customer satisfaction metrics and work towards improving service quality
Ensure compliance with data security, confidentiality, and company policies
Support CRM data accuracy, reporting,



and dashboard updates as required
Client handling
Ticket creation and management
Email communication
Asset inward and outward process
Delivery Challan (DC) writing
Ticket closing procedure
Coordination with internal teams

The recent joinee has been given practical exposure to the above activities and has been guided through the standard operational procedures to ensure smooth handling of day-to-day service desk responsibilities.
End to end Ticket management
End to end inward and outward Management ( service tickets related Only)
Internal/ Cross Team Co Ordination Scope of work.
Warranty policy and cases not covered under warranty:
Physical damage
Water/liquid damage
Electrical damage
Coordination with internal teams (Procurement, Store, Finance, Accounts,orders team and Dispatch teams)
Asset inward and outward procedures
Tracker maintenance and regular updates
Daily reporting format
Monthly reporting process
Scheduling and coordinating weekly meetings with engineers

This KT session will help the recent team member become familiar with our standard operating procedures and enable them to handle day-to-day responsibilities efficiently.

📌 It Help Desk Executive Bengaluru
🏢 Tecqnio Global Systems
📍 Bengaluru