We are looking for a Junior Technical Support Executive to join our technical support team. The role involves handling customer and internal technical queries, monitoring support tickets, performing basic troubleshooting, documenting issues, and working closely with senior support and development teams.
Key Responsibilities:
- Respond to customer and internal technical queries.
- Monitor and manage support tickets within defined timelines.
- Perform basic troubleshooting and identify possible causes of issues.
- Gather screenshots, logs, and other information required for analysis.
- Maintain proper documentation and update JIRA tickets.
- Escalate complex issues with complete troubleshooting details.
- Follow up on assigned tickets until resolution or closure.
- Participate in shift handovers and communicate pending issues.
- Learn the product, application, support processes, and troubleshooting procedures.
- Participate in technical training,
knowledge-sharing sessions, and assessments.
Educational Qualification:
Bachelor’s degree in Computer Science, Information Technology, Computer Applications, Software Engineering, or a related field is mandatory.
Key Skills:
- Basic knowledge of computers, software applications, and troubleshooting.
- Basic understanding of databases/SQL is an advantage.
- Good analytical and problem-solving skills.
- Good verbal and written communication.
- Good documentation skills.
- Positive attitude, teamwork, and ownership.
- Robust willingness to learn.
Other Requirements:
- Willingness to work in rotational/24×7 shifts.
- Ability to investigate issues before seeking assistance.
- Ability to follow processes and provide timely updates.
- Willingness to develop the ability to handle support issues independently.