BPO Non Voice Process Executive

Job Title: Technical Support Executive – Email Process

Job Summary:

We are looking for a detail-oriented Technical Support Executive to handle customer queries via email. The role involves diagnosing technical issues, providing accurate solutions, and ensuring high customer satisfaction through timely and professional written communication.

Key Responsibilities:

Respond to customer queries and issues via email within defined SLAs

Diagnose technical problems related to software, hardware, or services

Provide step-by-step solutions and troubleshooting guidance

Escalate complex issues to higher-level support teams when required

Maintain proper documentation of customer interactions and resolutions

Ensure high-quality written communication with correct grammar and tone

Follow company policies, processes, and quality standards

Continuously update knowledge of products, services, and tools

Required Skills:

Strong written communication skills (grammar, clarity, tone)

Basic technical troubleshooting knowledge (OS, internet, applications)

Ability to analyze issues and provide logical solutions

Familiarity with ticketing tools (e.g., Zendesk, Freshdesk, ServiceNow)

Good typing speed and attention to detail

Time management and ability to meet deadlines

Qualifications:

Bachelor’s degree or diploma in any field (IT preferred)

Freshers or candidates with 6 month – 1 years of experience in technical support/email support

Key Performance Indicators (KPIs):

Email response time (SLA adherence)

First Contact Resolution (FCR)

Customer Satisfaction (CSAT)

Quality scores (QA audits)

Work Environment:

Rotational shifts

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 6 months - 1 years of experience.