Job Description – Support Executive (Helpdesk)

Position

Support Executive (Helpdesk) – 4 Positions (Including 1 Team Lead)

Employment Type

1. Contract

Job Location

Office-Based

Job Summary

1. The Support Executive (Helpdesk) will provide first-level technical and customer support to field users through phone, IVR, WhatsApp, and other communication channels. The role involves handling user queries, logging and tracking support tickets, resolving issues within defined Service Level Agreements (SLAs), and coordinating with Field Support Trainers and the Project Management Team to ensure timely issue resolution. One position will function as a Team Lead, responsible for supervising the helpdesk team and ensuring service quality.

Qualification

1. Diploma in Electrical Engineering (Preferred) or any Graduate from a recognized institution.

Experience

Support Executive

1. 1–3 years of experience in Helpdesk, Customer Support, Technical Support, or Customer Service.
2. Experience in handling customer queries through phone, chat, email, or messaging platforms is preferred.

Team Lead

1. Minimum 3 years of experience in Helpdesk or Technical Support, including supervisory or team management responsibilities.

Key Responsibilities

1. Handle Level-1 support queries from field users through phone calls, IVR, WhatsApp, and other approved communication channels.
2. Log, monitor, update, and close support tickets in accordance with defined Service Level Agreements (SLAs).
3. Provide accurate guidance and first-level troubleshooting to resolve user issues.
4. Escalate unresolved or complex technical issues to Field Support Trainers, the Project Team, or higher support levels as required.
5. Maintain detailed records of support requests, resolutions, and follow-up activities.
6. Coordinate with field teams to ensure timely resolution of user concerns.
7. Prepare daily, weekly, and monthly helpdesk reports and maintain support documentation.
8. Ensure high standards of customer service and user satisfaction.
9. Adhere to organizational policies, project guidelines, and quality standards.

Additional Responsibilities – Team Lead

1. Supervise and coordinate the daily activities of the helpdesk team.
2. Monitor SLA compliance and support quality.
3. Allocate tickets, manage workloads, and ensure timely issue resolution.
4. Coach and mentor helpdesk executives to improve performance.
5. Prepare performance reports and coordinate with the Project Management Team.

Required Skills

1. Excellent communication skills in Hindi and working proficiency in English.
2. Strong customer service and telephone etiquette.
3. Technical troubleshooting and problem-solving abilities.
4. Knowledge of ticket management and SLA processes.
5. Computer proficiency, including Microsoft Office (Word, Excel, PowerPoint).
6. Strong documentation and reporting skills.
7. Ability to work under pressure and manage multiple support requests.
8. Good interpersonal and coordination skills.

Preferred Skills

1. Experience with Helpdesk or Ticketing Management Tools.
2. Knowledge of mobile applications and digital support platforms.
3. Experience in technical support for field operations or utility projects.
4. Prior experience in supervising or leading a support team (for Team Lead position).

Employment Requirements

1. Willingness to work Monday to Saturday during designated office hours.
2. Ability to maintain professionalism, patience, and a customer-focused approach while handling user queries.
3. Commitment to delivering timely, high-quality support services in line with project objectives.

Education Level : Vocational/Technical Certificate

Technical Education : Diploma (Electrical preferred) or graduate

Certificate : Yes

Industrial Certificate : Experience: 1–3 years in helpdesk, support or customer service.

Key Skills
Helpdesk Operations, Technical Support, Application Support, Incident & Ticket Management, Remote Troubleshooting

Other Skills
Teamwork

• Hingi - Reading, Writing, Speaking
• English - Reading, Writing, Speaking