Support Helpdesk Executive

Job Title: Support Helpdesk Executive

Key Responsibilities:

1. Respond to user inquiries and support requests via phone, email, or ticketing system.
2. Troubleshoot and resolve technical issues and escalate complex problems as needed.
3. Provide guidance and assistance to users on software functionality and usage.
4. Document and maintain records of support requests, resolutions, and troubleshooting steps.
5. Coordinate with other support teams and specialists to resolve user issues effectively.

Key KPIs/SLAs:

1. Timeliness of response and resolution to user inquiries and issues.
2. Customer satisfaction ratings and feedback.
3. Accuracy and completeness of support documentation and records.
4. Adherence to support processes and SLAs.
5. Continuous improvement in support skills and knowledge.

Desired Skills, Experience, Qualifications:

1. Bachelor’s d...