Department: Customer Support / Technical Support

Employment Type: Full-time

Experience: 0–3 years

Location: [Location]

Working Hours: [Shift/Working Hours]

Job Summary

We are looking for a customer-focused and technically inclined Technical Support cum Customer Support Executive to provide timely assistance to customers, troubleshoot technical issues, and ensure a smooth customer experience.

The ideal candidate should have good communication skills, basic technical knowledge, strong problem-solving abilities, and a customer-first approach.

Key Responsibilities

- Handle customer queries through phone, email, chat, and other support channels.
- Understand customer issues and provide accurate and timely solutions.
- Troubleshoot basic technical issues related to products, software, systems, applications, or services.
- Guide customers through step-by-step troubleshooting and product usage.
- Identify, document, and escalate unresolved technical issues to the appropriate internal team.
- Follow up with customers regarding open or escalated issues until resolution.
- Maintain accurate records of customer interactions, complaints, and resolutions in the CRM/helpdesk system.
- Coordinate with technical, sales, operations, and other internal teams to resolve customer issues.
- Provide product/service information and assist customers with general queries.
- Monitor recurring customer issues and share feedback with the relevant teams.
- Follow company support processes, SLAs, and escalation procedures.
- Maintain a skilled, courteous,



and positive approach while handling customers.

Required Skills
- Excellent verbal and written communication skills.
- Valuable customer-handling and interpersonal skills.
- Basic knowledge of computers, operating systems, software, and internet/networking concepts.
- Strong troubleshooting and problem-solving abilities.
- Ability to understand technical issues and explain solutions in simple language.
- Good listening and analytical skills.
- Comfortable working with CRM, ticketing, email, chat, and support tools.
- Ability to multitask and prioritize customer issues.
- Willingness to learn new products, technologies, and processes.

Educational Qualification
- Graduate/Diploma in any discipline.
- Candidates with a degree/diploma in Computer Science, IT, Electronics, or a related field will be preferred.

Experience
- 0–3 years of experience in technical support, customer support, helpdesk, IT support, or a similar role.
- Freshers with good communication and basic technical knowledge may also be considered.

Key Performance Indicators (KPIs)
- First Response Time
- Resolution Time
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Ticket/Query Closure Rate
- Adherence to Support SLAs
- Quality and accuracy of customer interactions

What We Offer
- Competitive salary
- Training and learning opportunities
- Career growth opportunities
- Supportive and collaborative work environment

Pay: ₹22,000.00 - ₹26,000.00 per month

Benefits

- Provident Fund

Work Location: In person

📌 Technical Support Executive (Malad)
🏢 Niftel Communication
📍 Malad