Customer Technical Support Officer

Customer Technical Support Officer

Department: Customer Support / Technical Support
Experience: 1–3 Years
Qualification: Diploma / B.E./B.Tech / BCA / B.Sc. in a relevant technical field

Job Summary

We are looking for a customer-focused Customer Technical Support Officer to provide technical assistance to customers, troubleshoot product or system-related issues, and ensure timely resolution of technical complaints while maintaining a high level of customer satisfaction.

Key Responsibilities
Provide technical support to customers through phone, email, chat, or remote-support tools.
Understand customer problems and diagnose technical issues effectively.
Troubleshoot hardware, software, equipment, or product-related issues as applicable.
Guide customers through step-by-step solutions and operating procedures.
Create and maintain service/support tickets with accurate issue details.
Escalate complex or unresolved technical issues to the appropriate technical team.
Follow up on open complaints and ensure timely resolution.
Coordinate with Engineering, Production, Quality, Sales, and Service teams to resolve customer issues.
Provide customers with product usage, installation, maintenance, and troubleshooting guidance.
Maintain records of customer complaints, resolutions, service requests, and follow-ups.
Identify recurring technical problems and provide feedback for corrective and preventive action.
Assist in preparing FAQs, troubleshooting guides, technical documentation, and knowledge-base content.
Conduct remote or on-site technical support when required.
Ensure all customer interactions are professional, courteous, and solution-oriented.
Maintain confidentiality of customer and company information.
Prepare regular reports on support tickets, response time, resolution time, and recurring issues.