Technical Support Executive/ Customer Support Executive

Join our dynamic Support team as a Technical Support Executive in Belagavi, Karnataka, where you will play a pivotal role in delivering exceptional service to our clients in the Hospitality industry. This full-time, onsite position offers an exciting opportunity to engage with various systems, software, and hardware, while troubleshooting and resolving customer issues with speed and accuracy. You will work alongside seasoned professionals, gaining invaluable exposure to IT projects and development processes, all while enhancing your technical expertise. In this role, you will take ownership of customer inquiries, ensuring timely resolutions and maintaining clear communication throughout the process. Your problem-solving skills will shine as you diagnose and troubleshoot issues, escalating them when necessary to ensure a seamless experience for our clients. With a focus on documentation and knowledge sharing, you will contribute to our knowledge base, helping to improve our team's efficiency and service delivery. We are looking for a proactive individual with a background in Information Technology or Computer Science, coupled with at least one year of experience in enterprise technical support. Strong analytical skills, excellent communication abilities, and a collaborative mindset are essential for success in this role. In return, we offer a supportive work environment, opportunities for professional growth, and the chance to make a real impact in the Hospitality sector. Join us and be part of a team that values innovation and excellence!

Skills:Technical SupportCustomer ServiceIT SupportHospitality IndustryTroubleshootingProblem-SolvingTechnical DocumentationTeam CollaborationSLA Compliance

Requirements

• Education: BCA, Diploma in Computer Science, Bachelor’s degree in Information Technology, Computer Science, or equivalent
• Experience: Proven 1+ years of working experience in enterprise technical support, IT support, or as a technical executive
• Industry Knowledge: In-depth knowledge of the Hospitality business
• Technical Skills: Familiarity with various systems, software, and hardware used in the Hospitality industry
• Problem-Solving Skills: Strong analytical and troubleshooting abilities
• Communication Skills: Excellent client-facing skills along with proficient written and verbal communication
• Team Collaboration: Ability to work effectively in a team-oriented environment
• Documentation Skills: Experience in documenting knowledge in the form of tech notes and articles

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers regarding their issues
• Ensure proper recording and closure of all issues in the system
• Prepare accurate and timely reports on resolved and unresolved issues
• Document knowledge in the form of knowledge base tech notes and articles for future reference
• Follow the Service Level Agreement (SLA) for issues with respect to their severity
• Collaborate with team members and contribute to ongoing IT projects