Role OverviewThe Technical Support Executive/Officer is a key member of the Technical Support function, who interfaces with customers and resolves technical issues to ensure complete operational satisfaction. He or she may also be a Team Leader of a group of Support Executives and responsible for ensuring that the team meets its goals.The Technical Support Officer is directly involved in handling answering customer queries over telephone, email, via remote access, and field visits. He would report to the Technical Support Lead if in the Helpdesk Team, or to the Branch/Regional Manager if part of the Regional Support Team.Tasks & Responsibilities- To be completely familiar and conversant with all the features and benefits of the company’s products and services, and to convey this to customers when required.- To interact with customers and resolve any specific issues they may be facing.- To assist the team in supporting warranty programs covering software products and services for over 5,000 customers across the country.- Perform all routine operations of the Tech Support team responsibly – these cover trouble shooting, problem solving, answering customer queries and providing training relating to QLC range of product & services.- Maintain all required information about issues handled both directly as well as by any reporting subordinates to improve the quality and timeliness of Technical Support to customers.- To lead and train subordinates.