Technical Support Executive in Mohali

ToXSL Technologies Pvt. Ltd.; Sahibzada Ajit Singh Nagar; On-site; INR 250,000 - 350,000; Full time

Job summary

ToXSL Technologies Pvt. Ltd. is a Mohali-based software services company specializing in mobile and web application development. We focus on delivering high-quality solutions to over 2000 customers globally, with a team of more than 270 employees.

The role involves providing professional customer support through multiple channels, understanding and resolving queries, and coordinating with development and QA teams to ensure timely resolution and high customer satisfaction.

Responsibilities

• Provide professional customer support through chat, email, calls, and other communication channels.
• Understand customer queries and provide accurate, timely, and user-friendly solutions.
• Troubleshoot basic issues related to web and mobile applications.
• Collect relevant information such as screenshots, error messages, and steps to reproduce an issue.
• Create, update, and manage customer support tickets using CRM/helpdesk tools.
• Coordinate with developers, QA, and project teams to resolve technical or application-related issues.
• Reproduce, document, and reproduce bugs or complex issues to the appropriate technical team.
• Follow up on open tickets and ensure timely resolution.
• Maintain accurate records of customer interactions, queries, and resolutions.
• Communicate professionally with customers and maintain a high level of customer satisfaction.
• Identify recurring customer issues and share relevant feedback with internal teams.

Job description

Key Responsibilities

• Provide professional customer support through chat, email, calls, and other communication channels.
• Understand customer queries and provide accurate, timely, and user-friendly solutions.
• Troubleshoot basic issues related to web and mobile applications.
• Collect relevant information such as screenshots, error messages, and steps to reproduce an issue.
• Create, update, and manage customer support tickets using CRM/helpdesk tools.
• Coordinate with developers, QA, and project teams to resolve technical or application-related issues.
• Reproduce, document, and reproduce bugs or complex issues to the appropriate technical team.
• Follow up on open tickets and ensure timely resolution.
• Maintain accurate records of customer interactions, queries, and resolutions.
• Communicate professionally with customers and maintain a high level of customer satisfaction.
• Identify recurring customer issues and share relevant feedback with internal teams.

About Company: ToXSL Technologies, an ISO 27001:2013 and ISO 9001:2015 certified global software services company, focuses on mobile and web application development. ToXSL Technologies was established in the year 2012 and it is located in Mohali, Punjab. We are an Android, iOS, and web framework development company working for happy clients for the last nine years. Our expertise and commitment to deliver complex strategic IT projects make us a trusted service provider to more than 2000 customers across the globe. We have a team size of more than 270 employees. It is a matter of great pride to us that many of these relationships have continued with us since the beginning.