Key Responsibilities:

- Customer Support: Provide timely and accurate technical assistance via phone, email, or chat, effectively resolving customer inquiries and issues.
- Troubleshooting Diagnostics: Identify, diagnose, and resolve hardware and software issues, investigate root causes, and implement effective solutions.
- Product Setup Configuration: Assist customers in setting up and configuring products, ensuring smooth onboarding and seamless integration into their systems.
- CRM Management: Maintain accurate records of customer interactions, technical issues, and resolutions within the CRM system to track issue resolution and improve service efficiency.
- Collaboration: Work closely with internal technical teams to escalate and resolve complex issues, ensuring timely follow-up on open support tickets.
- Customer Education: Educate customers on product features, troubleshooting methods, and best practices, empowering them to independently resolve common issues.
- Solution Testing: Test and verify solutions to ensure complete resolution and customer satisfaction.
- Documentation: Contribute to the creation of FAQs, knowledge base articles, and training materials to enable customers to access self-service resources.
- Continuous Learning: Stay informed about product updates, software changes, and industry trends to enhance customer support capabilities.

Qualifications:





- Experience: Proven experience in technical support or customer-facing roles, preferably in the tech or IT sector.
- Technical Knowledge: Strong understanding of computer systems, software, hardware, and troubleshooting techniques.
- Problem-Solving: Excellent diagnostic and problem-solving skills, with the ability to resolve complex technical issues.
- Communication Skills: Ability to explain technical concepts clearly to non-technical customers, ensuring clarity and understanding.
- Customer Focus: Solid verbal and written communication skills, with an emphasis on customer satisfaction.
- Patience Professionalism: Ability to manage challenging customer situations with patience, professionalism, and a solution-oriented approach.
- Teamwork Independence: Comfortable working independently as well as collaboratively within a team environment.

Preferred Skills:

- CRM Support Tools: Familiarity with customer support software and CRM tools.
- Certifications: Technical certifications (e.g., CompTIA A+, Microsoft Certified) are an advantage.
- Industry Experience: Previous experience in IT services or telecommunications is beneficial.

If you are passionate about solving technical problems and providing top-notch customer service, we would love to have you on our team!

📌 Technical Support Executive (Chandigarh)
🏢 Cogniter Technologies
📍 Chandigarh