Technical Support Executive - Voice / Blended

Job description:

Technical Customer Support Executive

Company: Plex Group of Companies

Business Verticals: IT | Fintech | E-Commerce | Quick Commerce | Technology Solutions

Job Location: Ranchi, Jharkhand

Job Type: Full-Time | Onsite

Department: Customer Support / Technical Support

Salary: ₹15,000 – ₹18,000 per month

Additional: Performance-Based Incentives, as applicable

About Plex Group of Companies

Plex Group of Companies operates across multiple business segments including IT, Fintech, E-Commerce, Quick Commerce, and technology-driven business solutions.

We are looking for a customer-focused and technically inclined Technical Customer Support Executive to join our Ranchi team and provide effective assistance to customers while coordinating with internal technical and operational teams.

Job Summary

The Technical Customer Support Executive will be responsible for handling customer queries, troubleshooting basic technical issues, providing product/service support, maintaining support records, and coordinating with internal teams for timely issue resolution.

The role requires a combination of customer service skills, communication ability, problem-solving mindset, and basic technical understanding.

Key Responsibilities

• Handle customer queries through phone calls, WhatsApp, email, chat, and other approved support channels.
• Understand customer problems and provide accurate and professional first-level technical assistance.
• Troubleshoot basic issues related to software, applications, login/access, devices, services, or other technology solutions.
• Guide customers step-by-step on basic technical processes and product/service usage.
• Identify, record, categorize, and track customer complaints and support tickets.
• Escalate technical issues to the appropriate IT, Development, Operations, or Management team when required.
• Follow up on unresolved issues and ensure timely communication with customers.
• Maintain proper records of customer interactions, complaints, resolutions, and follow-ups.
• Coordinate with internal departments for issue resolution and customer onboarding/support.
• Assist customers with account activation, registration, basic configuration, documentation, and service-related queries.
• Monitor pending support cases and ensure appropriate closure after resolution.
• Maintain professional communication and customer service standards at all times.
• Prepare daily/weekly support reports as required by the Reporting Manager.
• Follow Company SOPs, support processes, escalation matrices, attendance requirements, and reporting standards.
• Continuously develop knowledge of the Company's products, services, systems, and business verticals.

Candidate Profile

The ideal candidate should be:

• Customer-focused and patient while handling support queries.
• Comfortable speaking with customers over the phone.
• Good at identifying problems and explaining solutions clearly.
• A quick learner with basic technical understanding.
• Comfortable working with computers, web applications, mobile applications, email, and communication tools.
• Able to work under pressure and manage multiple customer queries.
• Professional, disciplined, and responsible in follow-up and reporting.

Educational Qualification

• Minimum 12th Pass / Graduate from a recognized institution.
• Candidates with BCA, B.Sc. IT, B.Tech, Diploma in Computer/IT, BBA, B.Com, or other relevant qualifications may be preferred.

Experience

• 1–2 years of experience in Technical Support, Customer Support, IT Helpdesk, Technical Customer Service, Tele-support, or related roles.
• Freshers with good communication skills and basic computer/technical knowledge may also apply.
• Candidates with experience in IT products, SaaS, Fintech, software applications, e-commerce platforms, payment systems, or technology services will have an advantage.

Required Skills

Technical Skills

• Basic computer and internet troubleshooting
• MS Office / Google Workspace
• Email and online communication tools
• Basic understanding of web/mobile applications
• Ticketing/CRM or support tools
• Basic knowledge of software and device troubleshooting

Soft Skills

• Good verbal and written communication
• Active listening
• Customer handling
• Problem-solving
• Patience and professionalism
• Follow-up and coordination
• Time management

Compensation

Monthly Salary: ₹15,000 – ₹18,000

Additional performance-based incentives may be provided as per the Company's applicable policy and performance structure.

Final compensation may depend on experience, communication skills, technical knowledge, and interview performance.

Working Model

• Location: Ranchi, Jharkhand
• Work Mode: Onsite
• Employment: Full-Time
• Customer Support: Primarily remote/digital support through phone, WhatsApp, email, chat, and other approved channels
• Field Visit: Not a regular requirement of the role

Key Performance Areas (KPIs)

Performance may be evaluated on:

• Customer query response and handling
• First-level issue resolution
• Ticket/complaint closure
• Response and resolution turnaround time
• Customer communication quality
• Follow-up effectiveness
• Escalation accuracy
• Support documentation and reporting
• Customer satisfaction/service quality
• Adherence to SOPs and Company processes

Why Join Plex Group?

• Opportunity to work across IT, Fintech, E-Commerce, and Quick Commerce verticals.
• Exposure to technology products, business processes, and customer support operations.
• Opportunity to develop both technical and customer-service skills.
• Fixed monthly salary with performance-based earning opportunities.
• Professional growth based on performance, learning, and business requirements.