Technical Support Executive

Job Description

Fusion CX is seeking a customer-focused Technical Support Executive to provide technical assistance and resolve IT-related issues for customers and internal users. The candidate will diagnose hardware, software, and network problems while ensuring timely issue resolution. Strong communication skills and technical knowledge are essential for this role. The Technical Support Executive will contribute to delivering an exceptional customer support experience.

Key Responsibilities
Respond to customer technical queries through phone, email, and chat.
Diagnose and troubleshoot software, hardware, and connectivity issues.
Resolve incidents within defined service level agreements (SLAs).
Escalate complex issues to higher-level technical teams when necessary.
Maintain accurate records of support tickets and resolutions.
Install, configure, and support software applications and devices.
Educate users on product features and troubleshooting steps.
Monitor recurring issues and recommend preventive solutions.