Technical Support Executive - Voice / Blended

About Plex Group of Companies

Plex Group operates in diverse segments including IT, Fintech, E-Commerce, Quick Commerce, and technology-driven solutions. They seek a Technical Customer Support Executive for their Ranchi location to deliver efficient customer assistance and liaise with internal technical and operational teams.

Job Responsibilities

• Manage customer inquiries through phone, WhatsApp, email, chat, and other sanctioned communication channels.
• Provide accurate and professional first-level technical support addressing software, application, login access, device, or service issues.
• Guide customers through basic operational procedures and usage of products or services with clear instructions.
• Log, categorize, and track customer complaints and support tickets effectively.
• Escalate unresolved technical problems to IT, Development, Operations, or Management teams as necessary.
• Follow up on pending cases ensuring timely communication and resolution closure.
• Keep detailed records of customer interactions and resolutions while adhering to reporting requirements.
• Coordinate internally to support customer onboarding and timely issue resolution.
• Assist customers with account activation, registration, configuration, documentation, and service-related queries.
• Prepare regular support reports and maintain adherence to company SOPs, escalation protocols, and attendance policies.
• Continuously update knowledge of company products, systems, and business areas to enhance support quality.

Candidate Profile

• Customer-oriented, patient, and adept at managing multiple queries under pressure.
• Effective verbal communication skills for phone and digital support interactions.
• Problem identification and explanation skills with a willingness to learn technical concepts.
• Familiarity with computers, web/mobile applications, email, and communication tools essential.
• Professional demeanor, reliability in follow-ups, and disciplined in reporting tasks.

Educational Requirements

Minimum education required is completion of 12th standard or graduation from a recognized institution. Preference given to candidates with qualifications such as BCA, B.Sc. IT, B.Tech, Diploma in Computer/IT, BBA, B.Com, or related fields.

Experience Requirements

Applicants should ideally have 1 to 2 years of experience in technical support, customer support, IT helpdesk, tele-support, or related areas. Fresh candidates with strong communication and foundational technical knowledge are also encouraged to apply. Experience in IT products, SaaS, Fintech, software, e-commerce platforms, or payment systems is advantageous.

Required Skills

• Basic troubleshooting of computers and internet connectivity issues.
• Proficiency with MS Office or Google Workspace.
• Competency in using email and online communication tools effectively.
• Understanding of web and mobile applications.
• Exposure to ticketing/CRM or other support platforms.
• Fundamental knowledge of software and device problem resolution.
• Strong verbal and written communication coupled with active listening.
• Patience, problem-solving ability, professionalism, and effective follow-up skills.
• Time management and customer handling capabilities.

Compensation and Benefits

The monthly remuneration ranges from ₹15,000 to ₹18,000, with additional incentives based on individual performance as per company policy. Final salary is determined considering experience, communication skills, technical proficiency, and interview results.

Work Details

Position is full-time and onsite at Ranchi, Jharkhand. Customer support duties are predominantly remote via phone, WhatsApp, email, chat, or similar channels. Field visits are not regularly required.

Key Performance Indicators

• Effectiveness in responding to and handling customer queries.
• Ability to resolve first-level issues promptly.
• Efficient management and closure of tickets and complaints.
• Timeliness of response and resolution for support cases.
• Quality and professionalism in customer communication.
• Consistent follow-up and escalation accuracy.
• Comprehensive documentation and reporting of support activities.
• Maintaining high customer satisfaction and adherence to company processes.

Why Work With Plex Group?

• Gain exposure across innovative sectors such as IT, Fintech, E-Commerce, and Quick Commerce.
• Opportunity to enhance both technical know-how and customer service expertise.
• Stable fixed salary combined with the chance for performance-related bonuses.
• Pathways for professional growth influenced by learning and contribution.