Job Description

Company: Mactriq Technologies
Job Title: Customer Support Executive
Location: Remote or Surat, India (optional)
Compensation: Up to 1.8 LPA
Experience: Up to 2 years

Company Overview:
Mactriq Technologies Private Limited is a dynamic tech company committed to delivering innovative solutions in the digital space. We specialize in creating user-centric applications that leverage cutting-edge technologies to meet our clients' diverse needs.

:
We are seeking a dedicated and proactive Customer Support Executive to be the first point of contact for our clients. In this role, you will address inquiries, resolve issues, and ensure a positive experience with our software and services. You will collaborate with team members to provide effective support, maintain accurate records, and contribute to improving our support processes.

Responsibilities:

• Customer Assistance: Provide timely and effective support to clients via email, phone, and live chat. Address customer inquiries, troubleshoot issues, and offer solutions related to our software and services.
• Issue Resolution: Diagnose technical problems, provide step-by-step solutions, and escalate complex issues to senior team members or relevant departments when necessary.
• Documentation: Maintain accurate records of customer interactions, issues, and resolutions in our support management system. Document and report common problems and suggest improvements to our products and services.
• Knowledge Management: Develop and maintain up-to-date knowledge of our products, services, and support processes. Contribute to the creation and maintenance of support resources, such as FAQs, knowledge base articles, and user guides.
• Customer Feedback: Gather and document customer feedback to help drive product improvements and enhance the overall customer experience.
• Collaboration: Work closely with other support team members, product managers, and development teams to resolve issues and share insights on customer needs and product performance.
• Training and Development: Participate in ongoing training to stay current with new features, updates, and best practices in customer support.

Required Skills and Qualifications:

• Technical Knowledge: Basic understanding of software applications and services, including common troubleshooting techniques.
• Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts clearly and concisely.
• Problem-Solving: Strong analytical and problem-solving abilities to diagnose issues and provide effective solutions.
• Customer Focus: A customer-oriented mindset with the ability to handle difficult situations with patience and professionalism.
• Time Management: Effective time management skills with the ability to handle multiple tasks and prioritize responsibilities in a fast-paced environment.
• Teamwork: Ability to work collaboratively with team members and other departments to achieve common goals.
• Attention to Detail: Strong attention to detail to ensure accurate record-keeping and thorough issue resolution.
• Technical Support Tools: Familiarity with support ticketing systems and basic knowledge of office productivity tools (e.g., Microsoft Office, Google Workspace).

Preferred Skills and Qualifications:

• Experience: Previous experience in a customer support role, particularly in a software or technology environment.
• Technical Skills: Basic knowledge of software development concepts.
• Languages: Proficiency in English, Hindi, and Gujarati. Additional languages are a plus for serving a diverse customer base.
• Certifications: Relevant certifications in customer support or technical support are advantageous.

Qualifications:
Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is preferred. Relevant certifications and equivalent practical experience are also acceptable.

Job Types: Full-time, Permanent

Pay: Up to ?15,000.00 per month

Benefits:

• Paid sick time

Schedule:

• Day shift

Application Question(s):

• Do you have technical knowledge like basic understanding of software application and common trouble shooting techniques?
• Please mention your current CTC:
• Please mention your expected CTC:
• Please mention your notice period:

Education:

• Bachelor's (Required)

Experience:

• technology industry: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• Hindi (Preferred)
• English (Required)

Work Location: Remote