AI Match Level: High
Technical Support Executive
SKILLPOTS SRI LANKA • Panadura
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Job Overview
The Technical Support Executive plays a critical role in ensuring client satisfaction through expert troubleshooting and adept resolution of technical issues. This position serves as the frontline of engagement between the company and its customers, handling inquiries and challenges across various platforms. The Technical Support Executive is instrumental in maintaining the integrity of service delivery, fostering long-term relationships, and supporting the organization's strategic objectives by optimizing technical support processes.
Key Responsibilities:
- Provide timely and effective technical support to customers via phone, email, and chat platforms.
- Identify, diagnose, and resolve customer issues of varying complexity efficiently while maintaining a high standard of quality.
- Collaborate with engineering and product teams to relay customer feedback and influence product enhancements.
- Document all interactions, solutions, and product issues in the company’s ticketing system to ensure knowledge sharing and continuity.
- Develop and deliver internal knowledge base articles and user guides that enhance the customer experience.
- Monitor and analyze support ticket metrics to identify trends and recommend improvements.
- Conduct training sessions for new team members, enhancing their understanding of products and support protocols.
- Engage in proactive follow-ups with customers to ensure resolutions are effective and promote customer satisfaction.
- Participate in regular team meetings and contribute to the continuous improvement of technical support processes.
- Assist in the integration of new technologies and tools that improve overall support efficiency.
- Maintain up-to-date knowledge of industry trends, tools, and best practices relevant to technical support.
- Ensure compliance with data security and customer privacy policies at all times.
Objectives:
- Achieve a customer satisfaction score of at least 90% as measured by post-interaction surveys.
- Resolve 75% of support tickets on the first contact, minimizing escalation and enhancing efficiency.
- Maintain an average response time of under 5 minutes on incoming support queries.
- Reduce ticket resolution time by 20% over the next fiscal year through process optimization and skill enhancement initiatives.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 3 years of experience in a technical support role, preferably in a customer-facing environment.
- Proficiency in troubleshooting hardware and software issues and familiarity with common operating systems and applications.
- Strong verbal and written communication skills with an emphasis on professionalism and clarity.
- Experience with ticketing systems and customer relationship management (CRM) tools.
- Solid understanding of networking concepts and basic cybersecurity principles.
Key Responsibilities:
- Provide timely and effective technical support to customers via phone, email, and chat platforms.
- Identify, diagnose, and resolve customer issues of varying complexity efficiently while maintaining a high standard of quality.
- Collaborate with engineering and product teams to relay customer feedback and influence product enhancements.
- Document all interactions, solutions, and product issues in the company’s ticketing system to ensure knowledge sharing and continuity.
- Develop and deliver internal knowledge base articles and user guides that enhance the customer experience.
- Monitor and analyze support ticket metrics to identify trends and recommend improvements.
- Conduct training sessions for new team members, enhancing their understanding of products and support protocols.
- Engage in proactive follow-ups with customers to ensure resolutions are effective and promote customer satisfaction.
- Participate in regular team meetings and contribute to the continuous improvement of technical support processes.
- Assist in the integration of new technologies and tools that improve overall support efficiency.
- Maintain up-to-date knowledge of industry trends, tools, and best practices relevant to technical support.
- Ensure compliance with data security and customer privacy policies at all times.
Objectives:
- Achieve a customer satisfaction score of at least 90% as measured by post-interaction surveys.
- Resolve 75% of support tickets on the first contact, minimizing escalation and enhancing efficiency.
- Maintain an average response time of under 5 minutes on incoming support queries.
- Reduce ticket resolution time by 20% over the next fiscal year through process optimization and skill enhancement initiatives.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 3 years of experience in a technical support role, preferably in a customer-facing environment.
- Proficiency in troubleshooting hardware and software issues and familiarity with common operating systems and applications.
- Strong verbal and written communication skills with an emphasis on professionalism and clarity.
- Experience with ticketing systems and customer relationship management (CRM) tools.
- Solid understanding of networking concepts and basic cybersecurity principles.
Key Responsibilities
The Technical Support Executive is responsible for providing high-quality customer assistance by diagnosing technical issues, guiding users through solutions, and ensuring optimal product performance. This role plays a crucial part in enhancing customer satisfaction and loyalty, directly impacting the company's reputation and retention rates. Additionally, the executive may collaborate with engineering teams to identify recurring issues and support product improvement initiatives.
Pre-screening Questions
The following questions will be asked during the application process to evaluate your fit for this role:
No pre-screening questions for this role.
Technical Support Executive
SKILLPOTS SRI LANKA
Expires on: Nov 04, 2026
Salary
Negotiable
Job Type
Full-time
Expiry Date
04 Nov 2026
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