Customer/Technical Support Executive-International

Jaipur, Rajasthan TRDFIN Support Services Pvt Ltd

Posted 1 day ago

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Job Description

We are looking for a talented Customer/Technical Support Executive with a professional and approachable demeanor for an international process. The ideal candidate should be self-motivated and passionate about customer support.


Job Responsibility:

  • Handle international customer calls efficiently and professionally.
  • Understand customer needs and provide appropriate solutions.
  • Troubleshoot issues and escalate complex problems when necessary.
  • Follow call handling protocols and maintain call quality standards.
  • Maintain accurate and detailed records of interactions.
  • Meet performance targets (KPIs) for customer satisfaction, call handling time, and resolution.


Salary Budget: 27K – 35K CTC per month + performance-based incentives


Location: Jaipur


Language requirements : Excellent English communication (No grammatical errors or MTI)


No. of Position: 50+

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Technical Support Lead

302001 Jaipur, Rajasthan ₹55000 Annually WhatJobs

Posted 16 days ago

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full-time
Our client is looking for a skilled and experienced Technical Support Lead to spearhead their customer service operations based in Jaipur, Rajasthan, IN . This is a fully remote position, offering flexibility and the opportunity to work from anywhere within India. The ideal candidate will have a proven track record in managing technical support teams, resolving complex customer issues, and implementing efficient support strategies. You will be responsible for ensuring exceptional customer satisfaction through timely and effective technical assistance.

Key Responsibilities:
  • Lead, mentor, and manage a team of technical support specialists, fostering a positive and productive work environment.
  • Develop and implement technical support policies, procedures, and best practices to enhance service quality and efficiency.
  • Handle escalated customer issues, providing expert troubleshooting and resolution for technical problems.
  • Monitor support queues, ensuring timely response and resolution of customer inquiries across various channels (phone, email, chat).
  • Analyze support trends and customer feedback to identify areas for improvement in products and services.
  • Create and maintain a comprehensive knowledge base of technical solutions and troubleshooting guides.
  • Train new support staff on product knowledge, support tools, and customer service protocols.
  • Collaborate with engineering and product teams to relay customer feedback and contribute to product development.
  • Track key performance indicators (KPIs) for the support team, such as response time, resolution time, and customer satisfaction scores.
  • Ensure all support activities comply with company standards and service level agreements (SLAs).
  • Proactively identify potential issues and implement preventative measures.
  • Stay up-to-date with the latest technologies and industry trends relevant to the company's products.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • At least 4 years of experience in a technical support role, with a minimum of 1 year in a team lead or supervisory capacity.
  • Demonstrated ability to troubleshoot and resolve complex technical issues across various hardware and software platforms.
  • Excellent communication, problem-solving, and customer service skills.
  • Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
  • Ability to work independently and manage a remote team effectively.
  • Strong understanding of ITIL best practices is a plus.
  • Proficiency in English is mandatory for this remote role.
This is a fantastic opportunity to lead a high-performing remote team and make a significant difference in our client's customer experience. If you are a proactive problem-solver with excellent leadership skills, we encourage you to apply.
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Technical Support Technician

Jaipur, Rajasthan Rightpoint

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Description

At Rightpoint, we drive growth by delivering experiences that transform how people, technology, and businesses interact. We believe that the organizations and brands that will succeed in the next decade will be those that deliver a complete experience - for customers, for employees, for stakeholders. Orchestrating people, the products and the platforms that they use will require new perspectives, new ways of working, and new approaches.
Here at Rightpoint, we have been at the forefront of driving change through experience for over 15 years. We have the insight and expertise to see the big picture, and the talent and technology to deliver exceptional outcomes.Are you someone who wants to create change in the way business is done? Do you want to work with inspired and like-minded intrapreneurs? Us too! We take our work very seriously, but we have fun doing it. And we’re searching for passionate, talented people to join the Rightpoint teamResponsibilities: · Research and identify solutions to software and hardware issues
· Diagnose and troubleshoot technical issues, including account setup and network configuration
· Ask customers targeted questions to quickly understand the root of the problem
· Track computer system issues through to resolution, within agreed time limits
· Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams
· Provide prompt and accurate feedback to customers
· Refer to internal database or external resources to provide accurate tech solutions
· Ensure all issues are properly logged
· Prioritize and manage several open issues at one time
· Follow up with users to ensure their IT systems are fully functional after troubleshooting
· Prepare accurate and timely reports
· Document technical knowledge in the form of notes and manuals
· Maintain jovial relationships with clients
· Taking ownership of customer issues reported and seeing problems through to resolution.
· Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
· Manage 24/5 Support in Rotational Shifts.
Requirements and skills

· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
· Hands-on experience with Windows/Linux/Mac OS environments.
· Hands-on (Basic/Fundamental) experience in Cloud (Azure/AWS) and additional certification is plus.
· Knowledge of Endpoint management systems (Any)
· Good understanding of computer systems, mobile devices and other tech products.
· Ability to diagnose and troubleshoot basic technical issues.
· Familiarity with remote desktop applications and Ticketing software/tools (eg. Salesforce,Jira).
· Excellent problem-solving and communication skills.
· Ability to provide step-by-step technical help, both written and verbal.
· BS degree in Information Technology, Computer Science or relevant field.
· Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
· Attention to detail and good problem-solving skills.
· Excellent interpersonal skills.
· Good written and verbal communication.Benefits and Perks at Rightpoint
 30 Paid leaves
 Public Holidays
 Casual and open office environment
 Flexible Work Schedule
 Family medical insurance
 Accidental Insurance
 Life Insurance
 Gratuity
 Regular Cultural & Social Events including Diwali Party, Team Parties, Team outings, etc.
 Continuous Training, Certifications, and Learning Opportunities
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Technical Support Engineer

Jaipur, Rajasthan Dover India

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Roles & Responsibilities:


Relevant Experience Looking for 2-5 Yrs


Education: B.E/B.Tech/ B.Sc (Computers/Electronics) / BCA / BBA


Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,


1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues

2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers

3:Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.

4:Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.

5:Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills:


1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.

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