Technical Support Executive

Pi Square Technologies; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

Pi Square Technologies in Hyderabad is seeking a dedicated technical support specialist to assist customers by phone, email, or chat, troubleshoot hardware, software and network issues, and resolve inquiries within SLAs.

The role emphasizes clear communication, accurate incident logging, collaboration with internal teams, and staying updated on products and support processes. Shifts include rotational night/weekend coverage as required.

Responsibilities

• Provide technical support to customers through phone, email, or chat.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Resolve customer queries within defined service levels.
• Log, track, and update incidents in the ticketing system.
• Escalate unresolved issues to the appropriate support teams.
• Guide users through step-by-step solutions and troubleshooting procedures.
• Maintain accurate records of customer interactions and resolutions.
• Follow standard operating procedures and support guidelines.
• Ensure high levels of customer satisfaction through effective communication.
• Collaborate with internal teams to resolve technical issues efficiently.
• Stay updated on products, tools, and technical support processes.
• Meet productivity, quality, and customer service targets.
• Work in rotational shifts, including weekends and night shifts if required.

Job description

Roles & Responsibilities

• Provide technical support to customers through phone, email, or chat.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Resolve customer queries within defined service levels.
• Log, track, and update incidents in the ticketing system.
• Escalate unresolved issues to the appropriate support teams.
• Guide users through step-by-step solutions and troubleshooting procedures.
• Maintain accurate records of customer interactions and resolutions.
• Follow standard operating procedures and support guidelines.
• Ensure high levels of customer satisfaction through effective communication.
• Collaborate with internal teams to resolve technical issues efficiently.
• Stay updated on products, tools, and technical support processes.
• Meet productivity, quality, and customer service targets.
• Work in rotational shifts, including weekends and night shifts if required.