Description:
We are looking for a Technical Support Executive. As an ideal candidate, you have a bachelor's degree in computer science and excellent written communication skills.
Responsibilities:
- Customer Assistance: Providing timely and effective support to customers using cloud services. This involves troubleshooting technical issues, answering inquiries, and guiding customers through problem-solving steps.
- Technical Troubleshooting: Diagnosing and resolving technical issues related to cloud hosting, services, and applications. This may involve analyzing logs, interpreting error messages, and utilizing various diagnostic tools.
- Incident Management: Managing and prioritizing incoming support tickets or incidents based on severity, impact, and urgency. Ensuring service level agreements (SLAs) are met for response and resolution times.
- Escalation Management: Escalating complex or critical issues to higher-level support or engineering teams for resolution while ensuring proper communication and follow-up with customers.
- Documentation: Creating and maintaining documentation such as FAQs, knowledge base articles, and troubleshooting guides to assist customers in resolving common issues independently.
- Communication: Providing clear and concise communication to customers regarding the status of their support tickets, updates on ongoing incidents, and proactive notifications about service maintenance or disruptions.
Requirements:
- Bachelor's degree in a relevant technical field
- Excellent written and verbal communication skills