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Tech Support Executive

 

Company Name: Fable Fintech
Position Title: 
Tech Support Executive
Education: 
B.Sc, B.E, BCA
Experience: 
3-5 Years
Technical Skills: 
Linux, Oracle, Windows & SQL

 

Role and Responsibilities:

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate
    internal teams
  • Research and identify solutions to software and server issues
  • Diagnose and troubleshoot technical issues
  • Ask customers targeted questions to quickly understand the root of the problem
  • Monitor transactions within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a
    technical issue
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals

Candidate Requirement:

  • Good Spoken & Written Communication
  • Root Cause Analysis
  • Should be okay with Late Evening till Late Night | Weekend Shifts
  • Should have handled product support in technical capacity
  • Understanding of ITIL Process
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