Customer Technical Support Officer

Impact Hr N Km Solutions; Nashik District; On-site; INR 200,000 - 300,000; Full time

Job summary

Impact Hr N Km Solutions in Nashik District, Maharashtra, India, seeks an IT support professional with 1–3 years of experience to handle inquiries, diagnose issues, and guide customers through solutions. The role involves installing and configuring products, maintaining knowledge of updates, and collaborating with teams to improve service quality.

The position requires strong communication and problem-solving abilities, with a focus on timely ticket resolution and excellent customer service.

Qualifications

• Minimum 1 year of relevant IT helpdesk experience.
• Strong problem-solving and communication skills.
• Willingness to work in IT hardware/software environments.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and support ticketing systems.
• Diagnose, troubleshoot, and resolve technical issues related to products, software, hardware, or services.
• Guide customers through problem-solving processes and provide clear technical instructions.
• Escalate complex technical issues to senior support personnel or relevant departments when necessary.
• Record, track, and document customer interactions, issues, and solutions accurately.
• Monitor support tickets and ensure timely resolution within defined service levels.
• Assist customers with product installation, configuration, upgrades, and system usage.
• Maintain knowledge of company products, services, and technical updates.
• Collaborate with internal teams to identify recurring issues and recommend improvements.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Skills

IT Technical Support

IT Support Manager

Technical Support Engineer

Customer Support

Job description

Key Responsibilities

• Respond to customer inquiries through phone, email, chat, and support ticketing systems.
• Diagnose, troubleshoot, and resolve technical issues related to products, software, hardware, or services.
• Guide customers through problem-solving processes and provide clear technical instructions.
• Escalate complex technical issues to senior support personnel or relevant departments when necessary.
• Record, track, and document customer interactions, issues, and solutions accurately.
• Monitor support tickets and ensure timely resolution within defined service levels.
• Assist customers with product installation, configuration, upgrades, and system usage.
• Maintain knowledge of company products, services, and technical updates.
• Collaborate with internal teams to identify recurring issues and recommend improvements.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.
• Ensure excellent customer service and maintain positive customer relationships.

Experience 1 - 3 Years Salary 2 Lac To 3 Lac P.A.

Industry IT Hardware / Technical Support / Telecom Engineering

Qualification Key Skills IT Technical Support Engineer IT Support Manager Technical Support Manager IT Support Technical Support Team Manager