Provides first-level technical support through phone, email, and chat. Diagnoses software, hardware, networking, server, hosting, and service issues; manages tickets; guides customers through setup and configuration; coordinates escalations; documents solutions; monitors open requests; and supports onboarding and knowledge-base creation.
Job Title: Technical Support Executive
Department: Support / Customer Service
Location: Andheri West, Mumbai
Employment Type: Full‑time
Office Timing: 11:00 AM – 8:00 PM
Experience: 1–3 Years (Preferred)
Contact Recruiter: +91‑8657475373
Email to Apply: [email protected]
About the RoleWe are seeking a proactive and customer‑oriented Technical Support Executive to provide excellent technical assistance and support to customers. You will diagnose customer issues, troubleshoot software/hardware problems, provide product guidance, and work with internal teams to resolve customer queries quickly and professionally.
- Provide first‑level technical support via phone, email, and chat.
- Troubleshoot and resolve client issues related to software, hardware, networking, servers, hosting, or services.
- Log, track, and manage support tickets using support tools or CRM.
- Guide customers through product setup, configuration, and usage.
- Follow escalation procedures and coordinate with technical teams for complex issues.
- Maintain documentation of customer interactions, issues, and solutions.
- Ensure timely response and resolution to customer requests.
- Monitor and follow up on open support requests.
- Assist in customer onboarding and knowledge base/article creation.
- Bachelor’s degree in Computer Science, IT, Engineering, or a related field.
- 1–3 years of experience in technical support, helpdesk, or customer service.
- Strong troubleshooting and problem‑solving skills.
- Good communication skills (verbal and written).
- Ability to handle multiple tasks and work under pressure.
- Comfortable with learning new software and technologies.
- Familiarity with CRM and ticketing systems.
- Technical troubleshooting
- Customer communication and empathy
- Ticket management
- Problem analysis and resolution
- System / network basics
- Windows & Linux fundamentals
- Product configuration support
- MS Office proficiency
- First Response Time
- Ticket Resolution Time
- Customer Satisfaction (CSAT)
- Ticket Closure Rate
- Escalation Handling
- Self‑Help Documentation Contribution
Xcellhost Cloud Services Pvt Ltd Mumbai, Maharashtra, IND Office
Mumbai, India
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