As a Technical Support Executive, you will be the first point of contact for customers seeking technical assistance with our products or services. Your primary responsibility will be troubleshooting and resolving technical issues, providing clear and effective solutions, and ensuring customer satisfaction. This role requires excellent problem-solving skills, technical expertise, and the ability to communicate complex technical information to non-technical users.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via phone, email, or chat, providing timely and professional technical assistance.
• Issue Troubleshooting: Diagnose and troubleshoot hardware, software, and networking issues to identify causes of problems.
• Resolution and Escalation: Resolve common technical issues and escalate complex issues to higher-level technical teams when necessary.
• Product Guidance: Provide step-by-step instructions to guide customers through installations, configurations, and troubleshooting processes.
• Documentation: Maintain detailed records of customer interactions, issues, resolutions, and follow-up actions in the company’s CRM or support system.
• Product Knowledge: Stay up to date with product updates, features, and technical specifications to assist customers effectively.
• Customer Education: Educate customers on best practices for using products and services, helping them maximize their value.
• Team Collaboration: Work closely with other support teams, engineers, and product teams to resolve issues and contribute to product improvement.

Qualifications:

• Education: A Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Experience: Previous experience in technical support, customer service, or a related field is preferred.
• Skills:
• Proficiency with operating systems (Windows, macOS, Linux) and software applications.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• Ability to explain technical information to non-technical customers.
• Familiarity with CRM software, ticketing systems, or IT support tools.
• Knowledge of networking concepts, hardware, and software integration.

Desirable Skills:

• Experience in a specific industry (e.g., telecommunications, software, hardware).
• Certifications in technical support (e.g., CompTIA A+, ITIL Foundation).
• Knowledge of customer support platforms (Zendesk, Freshdesk, etc.).

Key Competencies:

• Customer-Centric: Focused on delivering excellent customer service and creating positive experiences.
• Adaptability: Ability to work in a fast-paced environment with changing priorities.
• Attention to Detail: Thorough in diagnosing and resolving issues, ensuring high-quality service.
• Team Player: Works collaboratively with colleagues to resolve issues and improve service delivery.

Working Conditions:

• Standard office hours (or specify shifts if applicable).
• Availability for on-call support during off-hours may be required.
• Work may be remote, hybrid, or in-office depending on the company’s setup.

Compensation:

• Competitive salary based on experience.
• Benefits package including health insurance, retirement plans, and paid time off.

Role: Technical Support - Voice / Blended

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

About the company

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda, delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.

BETSOL Global IT Services builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.