Support Desk Executive

• The Support Executive will be responsible for providing exceptional customer service and technical support to the users of the company products and services through voice and email interactions
• The SDE will be responsible for providing first level solution and assist in resolving technical issues, escalating complex issues to next level, and documenting all customer interactions

Key responsibilities:

• Respond to customer inquiries and provide technical support through voice or email interactions.
• Diagnose and troubleshoot technical issues with hardware, software, and operating systems.
• Provide guidance and assistance to customers on the use of products and services.
• Escalate complex technical issues to next level for resolution.
• Document all customer interactions and technical issues in the CRM system.
• Collaborate with other teams, such as engineering or product development, to resolve complex technical issues and come to a solution.
• Ensure that all customer interactions are handled in a timely and professional manner.
• Meet or exceed performance metrics, such as first call resolution rate, average handling time, and customer satisfaction score.
• Keep up to date with the latest technology trends and updates related to the products and services offered by the company.

Requirements (Qualifications / Experience / Competencies)

• Excellent communication skills in English, both written and verbal.
• A strong technical background and knowledge of web applications, APPs, software platforms, technologies.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Excellent problem-solving skills and ability to troubleshoot technical issues.
• Ability to work independently and as part of a team.
• Good customer service skills and ability to work with customers in a friendly and professional manner.
• Flexibility to work in shifts, including night shifts, weekends, and holidays.
• Knowledge of remote desktop tools and customer relationship management (CRM) software preferred.

Education and Experience:

• Bachelors degree in Computer Science, Information Technology, or related field.
• 2+ years of experience in technical support or customer service with strong email etiquette preferred.
• Relevant technical certifications may be preferred.