Technical Support Executive

INPRO; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

INPRO is hiring for a customer support role in Pune to provide technical assistance for software products. You will handle queries via phone, email, and chat, troubleshoot usage issues, and work with development and CRM teams to resolve problems.

The ideal candidate will communicate clearly, stay up-to-date on product features, and help update knowledge base with common issues.

Qualifications

• Experience in software or tech support is preferred.
• Strong verbal and written communication abilities.
• Ability to diagnose and resolve customer issues effectively.

Responsibilities

• Provide prompt and professional technical support to customers via phone, email, and chat.
• Address customer queries and troubleshoot issues related to software usage, installation, and performance.
• Identify, diagnose, and resolve technical issues related to Online Minim's software solutions.
• Collaborate with the development team to escalate unresolved problems.
• Assist customers by providing product training for better understanding and efficient use of the software.
• Maintain logs of customer issues, resolutions, and product feedback; update knowledge base accordingly.
• Work with internal teams to ensure smooth issue resolution and timely follow-ups.

Skills

Customer support

Communication skills

Troubleshooting

Job description

• Provide prompt and professional technical support to customers via phone, email, and chat.


• Address customer queries and troubleshoot issues related to software usage, installation, and performance.


• Identify, diagnose, and resolve technical issues related to Online Minim's software solutions.


• Collaborate with the development team to elevate unresolved technical problems.


• Customer Training:


• Assist customers by providing product training for better understanding and efficient use of the software.


• Documentation:


• Maintain accurate logs of customer issues, resolutions, and product feedback.


• Update knowledge base documentation and FAQ for common issues.


• Work closely with internal teams (development, CRM, and support) to ensure smooth issue resolution.


• Follow up with customers to ensure issues are resolved and gather feedback for product improvements.


• Product Knowledge:


• Stay up-to-date with the latest product features, updates, and enhancements.


• Educate customers on new functionalities and improvements.

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