We are seeking a proactive and customer‑oriented Technical Support Executive to provide excellent technical assistance and support to customers. You will diagnose customer issues, troubleshoot software/hardware problems, provide product guidance, and work with internal teams to resolve customer queries quickly and professionally.
- Provide first‑level technical support via phone, email, and chat.
- Troubleshoot and resolve client issues related to software, hardware, networking, servers, hosting, or services.
- Log, track, and manage support tickets using support tools or CRM.
- Guide customers through product setup, configuration, and usage.
- Follow escalation procedures and coordinate with technical teams for complex issues.
- Maintain documentation of customer interactions, issues, and solutions.
- Ensure timely response and resolution to customer requests.
- Monitor and follow up on open support requests.
- Assist in customer onboarding and knowledge base/article creation.
- Bachelor’s degree in Computer Science, IT, Engineering, or a related field.
- 1–3 years of experience in technical support, helpdesk, or customer service.
- Strong troubleshooting and problem‑solving skills.
- Good communication skills (verbal and written).
- Ability to handle multiple tasks and work under pressure.
- Comfortable with learning new software and technologies.
- Familiarity with CRM and ticketing systems.
- Technical troubleshooting
- Customer communication and empathy
- Ticket management
- Problem analysis and resolution
- System / network basics
- Windows & Linux fundamentals
- Product configuration support
- MS Office proficiency
- First Response Time
- Ticket Resolution Time
- Customer Satisfaction (CSAT)
- Ticket Closure Rate
- Escalation Handling
- Self‑Help Documentation Contribution
Skills Required
- Bachelor's degree in Computer Science, IT, Engineering, or a related field
- 1-3 years of experience in technical support, helpdesk, or customer service
- Strong troubleshooting and problem-solving skills
- Good verbal and written communication skills
- Ability to handle multiple tasks and work under pressure
- Comfort with learning new software and technologies
- Familiarity with CRM and ticketing systems
- Technical troubleshooting skills
- Customer communication and empathy
- Ticket management skills
- Problem analysis and resolution skills
- System and network basics
- Windows and Linux fundamentals
- Product configuration support experience
- MS Office proficiency
What We Do
XcellHost Cloud Services provides managed cloud hosting and IT infrastructure solutions for businesses. Its offerings include public and private cloud management, cloud migration and deployment, monitoring, security, backup, bare-metal and performance cloud servers, GPU cloud services, business email, and cloud-based productivity tools. The company supports customers through managed services, global cloud infrastructure, and certified cloud and security expertise.
