Walk-in || Technical Support Executive

Provide Level 1 technical support for software, hardware, peripherals, and basic network issues to end‑users via phone and chat. Resolve incidents, aim for first‑call resolution, and maintain high CSAT scores while documenting all interactions in the ticketing system.

• Deliver technical support over phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues.
• Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues.
• Document all customer interactions and troubleshooting steps accurately in the ticketing system.
• Escalate unresolved issues to higher‑level support when necessary, following defined protocols.
• Maintain high levels of productivity and adherence to service level agreements (SLAs).

• Excellent verbal communication skills with a neutral accent and active listening abilities.
• Strong interpersonal skills to manage difficult conversations and de‑escalate tense situations.
• Basic to intermediate knowledge of Windows operating systems, device drivers, hardware components, peripherals, and basic networking (Wi‑Fi, LAN, IP configuration).
• Ability to multitask and work in a fast‑paced environment.
• Prior experience in a voice‑based technical support role is preferred.
• Willingness to work in night shifts aligned with US time zones and rotational shifts.