IT Support Executive (Female)

Impact HR & KM Solutions

Customer Support & Troubleshooting:

Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.

Diagnose and resolve software-related issues, including functionality problems, error messages, login issues, and usability challenges.

Guide users step-by-step through problem-solving processes or feature usage.

Prioritize and manage multiple support requests simultaneously, ensuring timely responses and resolutions according to Service Level Agreements (SLAs).

Issue Escalation & Follow-up:

Escalate complex or unresolved issues to higher-level support teams, development teams, or relevant departments.

Collaborate with internal teams (., development, QA, product management) to provide feedback, facilitate bug fixes, or suggest feature enhancements.

Follow up with users to ensure their issues are fully resolved and they are satisfied with the solution provided.

Documentation & Knowledge Management:

Accurately log and document all customer interactions, technical issues, troubleshooting steps, and resolutions in the ticketing or CRM system.

Contribute to and maintain a comprehensive knowledge base, FAQs, and self-help articles to empower users and reduce support volume.

Identify recurring issues and suggest proactive solutions, training materials, or system improvements.

Product Knowledge & Training:

Maintain a deep and up-to-date understanding of the software product(s) being supported, including their functionalities, updates, and integrations.

Educate users on product features, best practices, and new releases.

Continuously learn and stay updated on industry trends, software advancements, and relevant technologies.

System Monitoring & Maintenance (if applicable):

Assist in monitoring software performance and system health to proactively identify potential issues.

Participate in testing new software versions, patches, and updates before deployment.

Customer Satisfaction:

Ensure a positive and professional customer experience by being empathetic, patient, and efficient in all interactions.

Gather customer feedback and contribute to improving support processes and product usability.

• Experience

  2 - 3 Years

• No. of Openings

  1

• Education

  B.C.A, B.Com, M.C.A, M.Com

• Role

  IT Support Executive

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  Female

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  Impact HR Solutions Ravi Chambers Basement, Below Laminate Gallery, Office No 8, Canada Corner