Senior Support Executive

Job Detail

Responsibilities

Managing the team of Technical Support Associates and ensuring that they are performing well.
Research and identify solutions to software queries.
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical/non-technical query
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate solutions
Ensure all issues are properly logged
Prioritize and manage several open querries at one time
Prepare accurate and timely reports for yourself and team.
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients

Requirements