Technical Support Executive

Job Title: Field Technical Support Executive - Network & Security, (It's a Non-IT profile)

Location: Mahalakshnipuram, Near Rajajinagar Metro Station

Job Type: Full-Time

Job Summary:

We are looking for a highly motivated and skilled Field Technical Support Executive to join our team. The ideal candidate will have a strong understanding of networking and cybersecurity concepts, excellent communication skills, and a passion for helping customers resolve their technical issues. As a Customer Support Executive, you will be the primary point of contact for customers, providing solutions to technical problems and ensuring a positive customer experience.

Key Responsibilities:

• Technical Support: Provide high-quality support for network and security products/services, including firewalls, VPNs, routers, switches, and other security tools.
• Issue Resolution: Diagnose and troubleshoot hardware and software issues related to network connectivity, security breaches, and configuration.
• Customer Communication: Handle customer inquiries through various channels (phone, email, chat) in a professional and timely manner.
• Testing: Evaluating and verifying the products its functionality and ensuring it operates as intended
• Incident Management: Log and track customer support tickets, prioritize issues based on severity, and escalate unresolved cases to higher-level technical teams as needed.
• Documentation: Maintain accurate records of customer interactions and problem resolutions in the support system, ensuring all actions and solutions are thoroughly documented.
• Training & Guidance: Educate customers on the best practices for using products and services to prevent future issues and ensure a secure network environment.
• Collaboration: Work closely with internal teams, including Sales, Product Development, and Engineering, to ensure customer feedback is shared for product improvements.
• Stay Updated: Keep up-to-date with industry trends, security threats, and product updates to provide the most accurate and effective solutions to customers.
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Qualifications:

• Education: Diploma or Bachelor’s degree in Computer Science, EEE , ECE or a related field (or equivalent work experience).
• Experience: Fresher or 1-2 years of experience in customer support, preferably in the network and security industry
• Technical Knowledge: Strong understanding of networking protocols (TCP/IP, DNS, DHCP) and security concepts (firewalls, intrusion detection systems, encryption).
• Problem-Solving Skills: Ability to analyze complex technical issues and provide clear and effective solutions.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical customers.
• Customer-Oriented: Strong customer service skills with a focus on providing a positive customer experience.
• Team Player: Ability to work collaboratively with cross-functional teams and manage time effectively in a fast-paced environment.

Benefits:

• Competitive salary and performance-based incentives
• Paid time off and holidays
• Professional development and training opportunities
• A collaborative and dynamic work environment

How to Apply: Interested candidates are invited to submit their resume and a cover letter explaining their qualifications and interest in this position.