Job Summary:

We are looking for a skilled and dedicated Technical Support Executive to join our dynamic team. The ideal candidate will provide expert support for technical issues to customers based in the United States. As part of this role, you will be responsible for troubleshooting, diagnosing, and resolving technical problems, ensuring customer satisfaction while working remotely during the US shift hours.

This is an exciting opportunity for individuals with a passion for technology and customer service, seeking to make an impact in a global organization. If you thrive in a fast-paced, solution-oriented environment, we want you to be part of our growing team.

Key Responsibilities:

• Provide first-level technical support to US-based customers via phone, email, or chat.

• Troubleshoot hardware, software, and network-related issues to identify and resolve technical problems.

• Maintain up-to-date knowledge of the companys products, services, and best practices to effectively guide customers.

• Document customer issues and resolutions accurately in the companys support system.

• Collaborate with internal teams to escalate unresolved issues and ensure timely solutions.

• Provide professional and courteous communication to customers, ensuring a high level of satisfaction.

• Meet service level agreements (SLAs) and performance metrics consistently.

• Stay informed about industry trends and emerging technologies to provide proactive support.

Required Skills and Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• Strong troubleshooting skills in both hardware and software.

• Excellent communication skills in English, with the ability to communicate complex technical concepts to non-technical users.

• Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.

• Strong attention to detail and commitment to quality.

• Familiarity with remote desktop tools and ticketing systems is a plus.

• Basic networking knowledge (e.g., TCP/IP, VPN, DNS, etc.) is desirable.

Experience:

• 1-2 years of experience in technical support or customer service, preferably in a B2B or B2C tech environment.

• Previous experience supporting US-based customers is a significant advantage.

• Knowledge of troubleshooting Windows and macOS operating systems is highly desired.

• Familiarity with mobile device support (iOS, Android) is beneficial.

Working Hours:

• The role requires working during US shift hours, which typically involves evening and night shifts (e.g., 6 PM to 3 AM IST), ensuring coverage during peak business hours in the US.

• Flexibility is required to accommodate changing shift schedules as needed.

Knowledge, Skills, and Abilities:

• In-depth knowledge of troubleshooting technical issues, both hardware and software-related.

• Ability to stay calm under pressure and efficiently resolve problems in a timely manner.

• Strong interpersonal skills with a customer-first attitude.

• Solid understanding of IT infrastructure and networking basics.

• Ability to quickly learn new systems and adapt to new technologies.

Benefits:

• Competitive salary with performance-based incentives.

• Comprehensive health insurance benefits, including medical, dental, and vision coverage.

• Generous paid time off (PTO) and holiday leave.

• Opportunities for career growth and skill development.

• Work-from-home flexibility with necessary equipment provided.

• Employee wellness programs, including mental health support and fitness memberships.

• A dynamic and inclusive work environment with a focus on work-life balance.

Why Join Us?

At HR Service Jobs, we foster a collaborative and growth-driven environment where your skills and contributions are highly valued. As a Technical Support Executive, you will be part of an innovative company that supports your professional development and well-being. If you are passionate about technology, eager to take on challenges, and committed to delivering outstanding customer service, this is the perfect place for you to grow your career.

How to Apply:

To apply for the Technical Support Executive position, please submit your updated resume along with a cover letter detailing your relevant experience and why you are a good fit for the role. We are eager to hear how you can contribute to our team!

Send your application to us with the subject line Technical Support Executive - US Shift - Delhi Application.

We look forward to reviewing your application and potentially welcoming you to our team!