Technical Support Executive

The Chat Support Associate will handle customer queries and service requests through live chat and other non-voice channels, providing timely and accurate resolutions while maintaining detailed records in the designated system.

• Handle customer queries and service requests via live chat and designated non‑voice channels
• Understand customer concerns and provide accurate, professional responses
• Provide support related to telecom products, services, accounts, connectivity, billing, and other process‑related queries
• Follow approved SOPs, process guidelines, and communication standards
• Resolve customer issues within scope and escalate complex cases as needed
• Maintain accurate records of interactions, complaints, resolutions, and follow‑up actions in the system
• Meet SLAs, productivity, quality, and customer satisfaction targets
• Maintain confidentiality and handle customer and company information securely
• Stay updated on process changes, product information, policies, and support procedures
• Coordinate with internal teams to resolve issues and communicate recurring issues to relevant stakeholders

• Graduate or Diploma level education (or equivalent)
• Excellent written English communication skills
• Good typing speed and accuracy
• Basic computer literacy and familiarity with MS Office
• Experience or ability to learn CRM, ticketing, and chat support tools
• Strong problem‑solving, analytical, and multitasking abilities
• Attention to detail and customer‑focused attitude
• Willingness to work rotational shifts and adapt to process changes