Technical Support Executive

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: sarswatib@xcellhost.cloud

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About the Role

We 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.

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Key Responsibilities

• 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.

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Requirements

• 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.

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Skills Required

• Technical troubleshooting
• Customer communication and empathy
• Ticket management
• Problem analysis and resolution
• System / network basics
• Windows & Linux fundamentals
• Product configuration support
• MS Office proficiency

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Key Performance Indicators (KPIs)

• First Response Time
• Ticket Resolution Time
• Customer Satisfaction (CSAT)
• Ticket Closure Rate
• Escalation Handling
• Self‑Help Documentation Contribution