Customer Support Executive

Gateway Solutions; Panaji; On-site; INR 300,000 - 420,000; Full time

Job summary

Gateway Solutions in Panaji, Goa, is seeking a dedicated Customer Support Technician to handle on-call, email and chat support for clients. You will troubleshoot application issues and ensure SLA-aligned actions are taken, while logging and testing reported bugs and changes.

Additionally, you will communicate findings clearly to clients, prioritize tickets, and ensure new issues in the support log are cleared daily, leveraging basic IT skills and strong communication throughout.

Qualifications

• 1 year experience in customer service tech.
• Proficient in basic OS concepts and MS Office.
• Strong verbal and written communication skills.
• Familiar with ticketing systems and SLA metrics.
• Knowledge of OS and software installations.
• Awareness of remote access (RDP) for client servers.

Responsibilities

• Provide On-Call, Email, Chat based support to clients.
• Troubleshoot Application issues reported by customers.
• Ensure required action is taken for tickets based on appropriate SLA’s.
• Self-supervised learning with research to solve various typical user queries.
• Log and test all reported bugs, change requests and questions.
• Communicate with the client any findings relating to the above.
• Prioritize any bugs and questions in line.
• Ensure the new issues in the Support Log are cleared daily.

Skills

Customer service

Technical support

Verbal communication

Written communication

OS basics

MS Office

XML basics

IIS fundamentals

RDP remote access

Troubleshooting

SLA awareness

Job description

Duties and Responsibilities

• Provide On-Call, Email, Chat based support to clients.


• Troubleshoot Application issues reported by customers.


• Ensure required action is taken for tickets based on appropriate SLA’s.


• Self-supervised learning with research to solve various typical user queries.


• Log and test all reported bugs, change requests and questions.


• Communicate with the client any findings relating to the above.


• Prioritize any bugs and questions in line.


• Ensure the new issues in the Support Log are cleared daily.

Skills Required

• 1year’ experience in Customer Service Tech.


• Understanding/Basic concepts of Microsoft Operating System, Fair knowledge of Applications like Microsoft Office Suite, Browsers.


• Good verbal and written communication skills.


• Knowledge of principles and processes to provide customer services.


• Meeting quality standards for services, and evaluation of customer satisfaction.


• Proficiency with Computer Operating system and basic applications.


• Knowledge of Database, XML, IIS, etc. fundamentals.


• Basic knowledge of how-to RDP or remotely connect to client servers.


• Troubleshooting and problem-solving skills are an added advantage.


• Knowledge of OS and software installations and configurations.


• Knowledge of the ticketing system and SLA metrics