Technical Support Executive

Walkover Web Solutions Pvt. Ltd.; Indore District; On-site; INR 350,000 - 500,000; Full time

Job summary

Walkover Web Solutions Pvt. Ltd. is seeking a Technical Support Associate in Indore District, Madhya Pradesh. The ideal candidate should have 1-2 years of experience in technical support and possess excellent problem-solving and communication skills.

Your responsibilities include troubleshooting technical issues, assisting clients with software queries, and maintaining strong relationships with customers. Experience with AI tools is necessary for streamlining processes.

Qualifications

• 1-2 years of proven experience in the field of technical support.
• Ability to diagnose and troubleshoot basic technical queries.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Understanding of how API works.
• Hands-on experience with AI tools.

Responsibilities

• Work as part of the Technical Support team and perform well.
• Research and identify solutions to software and SaaS Product queries.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask targeted questions to quickly understand the root of the problem.
• Talk clients through actions until they’ve solved their technical/non-technical query.
• Prepare accurate and timely reports.

Skills

technical problem solving

customer support

Communication

Tools

AI chatbots

AI troubleshooting assistants

automation tools

AI-based documentation assistants

Job description

Responsibilities

• WorkingintheteamofTechnicalSupportAssociatesandperformingwell.
• ResearchandidentifysolutionstosoftwareandSaasProductqueries.
• Diagnoseandtroubleshoottechnicalissues,includingaccountsetupandnetworkconfigurationandonboarding.
• Askcustomerstargetedquestionstoquicklyunderstandtherootoftheproblem.
• Talkclientsthroughaseriesofactions,eitherviaphone,email,meetorchat,untilthey’vesolvedatechnical/non-technicalquery.
• Properlyescalateunresolvedissuestoappropriateinternalteams(e.g.softwaredevelopers).
• Providesupporttoclientforproduct&APIrelatedqueries.
• AnalysationoftheBuginproductbasedoncustomerconcern.
• Ensureallissuesareproperlylogged.
• Prioritizeandmanageseveralopenqueriesatonetime.
• Prepareaccurateandtimelyreportsforyourselfandteam.
• Documenttechnicalknowledgeintheformofnotesandmanuals.
• Maintainjovialrelationshipswithclients.
• UtilizeAItoolsforquickertroubleshooting,automation,summarization,andprocessefficiency.

Qualifications

• 1-2yearsofprovenexperienceinthefieldoftechnicalsupport.
• Abilitytodiagnoseandtroubleshootbasictechnicalqueries.
• Excellentproblem-solvingandcommunicationskills.
• Abilitytoprovidestep-by-steptechnicalhelp,bothwrittenandverbal.
• UnderstandingofhowAPIworks.
• Hands-onexperiencewithAItools(e.g.,AIchatbots,AItroubleshootingassistants,automationtools,orAI-baseddocumentationassistants).
• Willingnesstoworkinrotationalshifts.
• FlexibleWorkhours.
• FlatOrganizationStructure.
• Contributetothegrowthoftheproduct.

Required Skills

technical problem solving customer support Communication