Technical Support Executive
Technical Support Executive
Posted on :
22-03-2025
Employer Active
1 Vacancy
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Job Description
Job Overview:
The Technical Support Executive will be responsible for handling customer queries
troubleshooting issues related to air conditioning systems and providing remote technical
assistance. This role involves diagnosing problems guiding customers through solutions and
escalating unresolved cases to the field service team while ensuring customer satisfaction.
Key Responsibilities:
1. Customer Support & Troubleshooting
Handle inbound and outbound customer calls related to technical issues
breakdowns and performance concerns.
Diagnose common AC issues remotely (cooling inefficiency error codes connectivity
issues etc..
Provide stepbystep guidance to customers for basic troubleshooting.
Ensure proper documentation of customer complaints and solutions provided.
2. Remote Assistance & Issue Resolution
Assist customers with smart AC connectivity issues (WiFi/Bluetoothenabled
devices).
Guide customers on appbased control features and troubleshooting.
Coordinate with service teams to escalate cases requiring onsite technician visits.
Monitor and follow up on pending cases until resolution.
3. Coordination with Service Teams
Liaise with service coordinators to schedule technician visits based on issue severity.
Track technician responses and ensure customers are updated on job status.
Provide technical insights to service technicians for faster resolution.
4. Documentation & Reporting
Maintain a log of common technical issues and their resolutions for knowledge
sharing.
Generate daily/weekly reports on complaint trends and resolution times.
Contribute to FAQs and troubleshooting guides for customer selfhelp.
Key Skills & Competencies:
Technical Knowledge:
Understanding of air conditioning systems refrigerants error codes and HVAC
troubleshooting is desirable.
Familiarity with smart ACs IoTbased controls and mobile app configurations is a
plus.
Basic electrical and electronic diagnostics knowledge is a plus.
Communication & Customer Handling:
Excellent verbal and written communication skills in Preferred Language(s).
Ability to explain technical concepts in a simple easytounderstand manner.
Active listening skills to understand customer concerns effectively.
ProblemSolving & Coordination:
Ability to diagnose problems remotely and suggest appropriate solutions.
Proactive in coordinating with service teams for quick issue resolution.
Strong documentation and data entry skills for tracking issues.
Software & Tools Proficiency:
Experience with CRM software ticketing systems and call logging tools.
Proficiency in MS Office (Excel Word Outlook).
Knowledge of AC manufacturer apps and troubleshooting platforms is a plus.
Requirements
Educational & Professional Requirements:
Diploma/Degree in Mechanical Electrical or HVAC Engineering (Preferred).
14 years of experience in technical support preferably in the HVAC industry.
Experience in customer service/help desk roles is an added advantage.
KPIs for Performance Evaluation:
Firstcall resolution rate
Average handling time for support queries
Customer satisfaction (CSAT) scores
Escalation rate to onsite service teams
Accuracy of issue documentation and reporting
Educational & Professional Requirements: Diploma/Degree in Mechanical, Electrical, or HVAC Engineering (Preferred). 1-4 years of experience in technical support, preferably in the HVAC industry. Experience in customer service/help desk roles is an added advantage. KPIs for Performance Evaluation: First-call resolution rate Average handling time for support queries Customer satisfaction (CSAT) scores Escalation rate to on-site service teams Accuracy of issue documentation and reporting
Education
Educational & Professional Requirements: Diploma/Degree in Mechanical, Electrical, or HVAC Engineering (Preferred). 1-4 years of experience in technical support, preferably in the HVAC industry. Experience in customer service/help desk roles is an added advantage.
Employment Type
Full Time
Key Skills
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