Job description
Job Title: Technical Support Executive Department: Support / Customer Service Location: Andheri West, Mumbai Employment Type: Full‑time Office Timing: 11:00 AM – 8:00 PM Experience: 1–3 Years (Preferred) Contact Recruiter: +91‑8657475373 Email to Apply: sarswatib@xcellhost.cloud About the Role We are seeking a proactive and customer‑oriented Technical Support Executive to provide excellent technical assistance and support to customers.
You will diagnose customer issues, troubleshoot software/hardware problems, provide product guidance, and work with internal teams to resolve customer queries quickly and professionally.
Key Responsibilities
Provide first‑level technical support via phone, email, and chat. Troubleshoot and resolve client issues related to software, hardware, networking, servers, hosting, or services. Log, track, and manage support tickets using support tools or CRM. Guide customers through product setup, configuration, and usage. Follow escalation procedures and coordinate with technical teams for complex issues.
Maintain documentation of customer interactions, issues, and solutions. Ensure timely response and resolution to customer requests. Monitor and follow up on open support requests. Assist in customer onboarding and knowledge base/article creation.
Requirements
Bachelor’s degree in Computer Science, IT, Engineering, or a related field. 1–3 years of experience in technical support, helpdesk, or customer service. Strong troubleshooting and problem‑solving skills. Good communication skills (verbal and written). Ability to handle multiple tasks and work under pressure. Comfortable with learning new software and technologies.
Familiarity with CRM and ticketing systems. Skills Required Technical troubleshooting Customer communication and empathy Ticket management Problem analysis and resolution System / network basics Windows & Linux fundamentals Product configuration support MS Office proficiency Key Performance Indicators (KPIs) First Response Time Ticket Resolution Time Customer Satisfaction (CSAT) Ticket Closure Rate Escalation Handling Self‑Help Documentation Contribution