Technical Customer Support – IT

Job Type: Full-Time

Experience: 1–3 Years

Location: Madurai, Tamil Nadu

Work Mode: Work from Office

Department: Customer Support / IT Operations

Job Summary

We are looking for a Technical Customer Support Executive who can provide effective technical assistance to customers, troubleshoot software and system-related issues, and ensure a positive customer experience.

The ideal candidate should have valuable technical knowledge, strong communication skills, and the ability to understand customer problems and provide clear, practical solutions.

Key Responsibilities

- Handle customer queries and provide technical support through phone, email, WhatsApp, and support tickets.
- Understand and troubleshoot issues related to web applications, software products, user accounts, login/access, configuration, and basic system errors.
- Identify, analyse, and resolve technical issues within defined timelines.
- Guide customers through step-by-step troubleshooting and product usage.
- Reproduce reported issues and coordinate with the Development / QA / Technical Team for complex issues.
- Create and maintain support tickets with proper issue descriptions, screenshots, and relevant details.
- Follow up with customers until the issue is completely resolved.
- Escalate critical or unresolved issues to the appropriate technical team.
- Maintain proper documentation of customer issues, solutions, FAQs, and troubleshooting procedures.
- Conduct basic product demonstrations and explain software features to customers when required.
- Monitor recurring issues and communicate feedback to the product and development teams.
- Ensure customer satisfaction and maintain professional communication at all times.
- Meet defined response time, resolution time, and customer support KPIs.

Required Skills
- Good understanding of IT and software applications.
- Basic knowledge of Windows, browsers, internet connectivity, email, and common software troubleshooting.




- Understanding of web applications, login/authentication, user access, and basic database concepts will be an advantage.
- Ability to analyse technical problems and identify possible root causes.
- Good verbal and written communication skills.
- Strong customer-handling and problem-solving skills.
- Ability to explain technical concepts in simple language.
- Good documentation and follow-up skills.
- Ability to work independently as well as coordinate with internal technical teams.

Preferred Qualifications
- Any Bachelor's degree in Computer Science, Information Technology, Computer Applications, or a related field.
- BCA / B.Sc. Computer Science / B.Tech / BE / MCA candidates are preferred.
- Candidates with experience in Technical Support, IT Support, Software Support, Product Support, Helpdesk, or Customer Support are encouraged to apply.

Preferred Experience 1–3 years of experience in:

- Technical Customer Support
- IT Helpdesk / Service Desk
- Software Product Support
- Application Support
- SaaS Customer Support
- IT Support

Freshers with strong technical knowledge and communication skills may also be considered.

Key Performance Indicators (KPIs)

- First Response Time
- Issue Resolution Time
- Ticket Resolution Rate
- Customer Satisfaction
- Ticket Follow-up and Closure
- Escalation Management
- Customer Retention / Product Adoption

What We Offer
- Opportunity to work with software products and real-world business applications.
- Exposure to multiple technologies, applications, and business domains.
- Learning and career growth opportunities.
- Collaborative and professional work environment.
- Opportunity to work closely with Development, QA, Product, and Business Teams.

How to Apply Interested candidates can apply through Indeed with their updated resume.

Candidates with strong technical troubleshooting, communication, and customer-handling skills are encouraged to apply.

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits

- Health insurance
- Paid sick time
- Provident Fund

Work Location: In person

📌 Technical Customer Support (Madurai)
🏢 Elysium Technologies Private
📍 Madurai