Technical Support Executive

EBSOR Infosystems; India; On-site; INR 300,000 - 420,000; Full time

Job summary

EBSOR Infosystems is seeking a proactive Technical Support Executive to provide high-quality assistance to clients, managing tickets, troubleshooting software and web apps, and ensuring timely resolutions.

The role requires excellent communication, strong problem-solving abilities, and willingness to work in shifts, with exposure to GCC and international clients and opportunities to contribute to the knowledge base and process improvements.

Qualifications

• Bachelor’s degree in CS/IT or related field.
• 0–2 years in Technical Support or related roles.
• Strong English verbal and written communication.
• Willingness to work in shifts.

Responsibilities

• Handle, monitor, and resolve support tickets within SLAs.
• Diagnose and troubleshoot software and web application issues.
• Escalate complex issues to senior staff when needed.
• Maintain accurate ticket records and documentation.
• Prepare daily activity reports.
• Collaborate with internal teams for quick issue resolution.

Skills

Technical support

Ticketing systems

English communication

Problem solving

Education

Bachelor's degree in CS/IT or related

Tools

CRM platforms

SQL basics

Job description

EBSOR Infosystems is seeking a proactive and customer-focused Technical Support Executive to provide high-quality technical assistance to our clients. The ideal candidate will be responsible for managing support tickets, troubleshooting software and web application issues, ensuring timely resolution of customer queries, and maintaining accurate documentation. The role requires excellent communication skills, strong analytical abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Handle, monitor, and resolve customer support tickets within the defined Service Level Agreements (SLAs).
• Diagnose and troubleshoot software and web application issues, providing effective solutions to clients.
• Escalate complex technical issues to Senior/Lead Technical Support personnel when necessary.
• Ensure timely responses and resolution of client queries while maintaining high service standards.
• Communicate professionally and courteously with GCC and international clients through email, phone, and other communication channels.
• Share daily operational updates in designated WhatsApp groups: Morning Update: Previous day's summary and pending issues. Evening Update: Tickets handled, resolved tickets, and pending tickets.
• Send customer satisfaction survey links after successful ticket closure.
• Maintain accurate ticket records, updates, and documentation in the support system.
• Contribute to the creation and maintenance of FAQs and the internal Knowledge Base.
• Assist in basic software testing and validation activities when required.
• Perform data entry tasks for KAUST projects with accuracy and within defined timelines.
• Prepare and submit daily activity reports before the end of each shift.
• Collaborate with internal teams to ensure efficient issue resolution and continuous service improvement.
• Follow company processes, quality standards, and security policies at all times.

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 0–2 years of experience in Technical Support, Help Desk, or Customer Support (Freshers with strong technical knowledge may also apply).
• Basic understanding of software applications, web applications, and troubleshooting techniques.
• Familiarity with ticketing systems and customer support processes is an advantage.
• Strong verbal and written communication skills in English.
• Ability to prioritize tasks and manage multiple support requests efficiently.
• Excellent problem-solving, analytical, and customer service skills.
• Willingness to work in shifts based on business requirements.

Preferred Skills

• Experience supporting SaaS or web-based applications.
• Knowledge of CRM or Help Desk platforms.
• Basic understanding of databases and SQL is an added advantage.
• Experience working with GCC or international clients is preferred.
• Strong documentation and reporting skills.
• Team-oriented with a positive attitude and willingness to learn.