Experience Required: 0-2 years (Freshers are encouraged to apply)

We are seeking an enthusiastic and technically proficient Technical Support Executive to deliver exceptional customer service and technical assistance for STEMpedia s products and services. The ideal candidate will possess solid technical knowledge, excellent communication skills, and a customer-focused approach.

Roles and Responsibilities

1. Customer Support and Query Resolution

- Promptly address customer queries via email, phone, and live chat.
- Maintain a high level of customer satisfaction by effectively resolving concerns.
- Adhere strictly to defined Standard Operating Procedures (SOPs) and Turnaround Times (TATs).

1. Technical Assistance and Troubleshooting

- Provide support for software installation, updates, and application usage.
- Resolve hardware issues, including connectivity, functionality, and compatibility problems.
- Guide customers through step-by-step troubleshooting according to SOPs.

1. Repair and Replacement Process

- Facilitate repair and replacement requests under warranty.
- Verify product eligibility based on warranty terms and conditions.
- Coordinate with logistics and service teams to ensure timely resolution per Service Level Agreements (SLAs).

1.



Documentation and Knowledge Base Management

- Develop and maintain user guides, FAQs, and troubleshooting manuals.
- Regularly update internal knowledge bases and ensure clarity, accuracy, and accessibility of documentation.

1. Bug Reporting and Feedback Collection

- Document and report software bugs, hardware issues, and recurring customer concerns.
- Provide constructive feedback to product and development teams.
- Track, log, and ensure timely resolution of reported issues.

Required Qualifications:

- Diploma/Bachelor s Degree in Computer Science, Information Technology, Electronics & Communication, or related technical fields.
- Familiarity with STEM educational tools, robotics, and coding platforms such as Arduino, Python, or Scratch.
- Basic knowledge of operating systems (Windows and macOS) and fundamental networking concepts.
- Experience using customer support tools, including CRMs and ticketing systems (preferred but not mandatory).

Essential Soft Skills:

- Exceptional communication skills (written and verbal).
- Strong ability to simplify complex technical concepts for non-technical users.

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