Technical Support & Customer Service Executive Account

Account:  Technical Support & Customer Service Executive

Key Responsibilities

Resolution & Support: Drive First Call Resolution (FCR) by handling customer queries efficiently and delivering exceptional service across phone and chat channels.

Troubleshooting & Diagnostics: Apply strong analytical and diagnostic skills to ask targeted questions, perform root-cause analysis, and troubleshoot technical issues effectively.

Process & Escalation Handling: Accurately document cases in CRM within 24 hours, adhere to operational workflows, and manage challenging interactions with professional tone and empathy.

Goal Alignment: Leverage product knowledge and SOPs to solve customer issues while meeting operational KPIs and sales target objectives.

Requirements & Qualifications

Education: Graduate from a recognized university, OR Undergraduate with a minimum of 18 months of relevant experience (Must Have).

Experience: Hands-on International Voice experience in Customer Service (CSR) or Technical Support (TSR) roles.

Language Proficiency:

English:  Excellent verbal and written communication (B2 minimum required; C1 or higher on the CEFR framework preferred).

EMEA Languages: C1 or higher for the primary language with B2 English proficiency (where applicable).

Skills: Strong active listening, clear technical breakdown skills, active CRM logging experience, and goal-oriented problem-solving.