Technical Support Executive

Experience: 2+ Years
Shift: US Shift / Work from Home
Base Location: Noida
We are looking for a customer-focused Technical Support Executive to provide technical assistance to US-based customers. The candidate should have hands-on experience with Microsoft products, software installation, troubleshooting, and remote customer support. The role also involves identifying opportunities for cross-selling and upselling relevant software products and services.
Key Responsibilities
Provide technical support to US-based customers through calls, email, chat, and remote-access tools.
Install, activate, configure, and troubleshoot Microsoft and other software packages.
Assist customers with Windows, Microsoft 365, Office applications, Windows Server, SQL Server, and related products.
Diagnose and resolve software installation, activation, compatibility, licensing, and performance issues.
Guide customers through technical solutions using clear and professional communication.
Maintain accurate records of customer interactions, issues, and resolutions in the CRM or ticketing system.
Follow up with customers to ensure timely resolution and customer satisfaction.
Understand customer requirements and recommend suitable software products, upgrades, or support services.
Cross-sell and upsell relevant products without compromising the quality of technical support.
Coordinate with internal technical and sales teams for escalations and complex requirements.
Meet defined targets for response time, resolution rate, customer satisfaction, and sales conversions.
Required Skills and Qualifications
Minimum 2 years of experience in technical support, preferably supporting US customers.
Good knowledge of Microsoft Windows, Microsoft 365, Office applications, and other Microsoft products.
Hands-on experience in installing and troubleshooting software packages.
Familiarity with remote-support tools, ticketing systems, and CRM platforms.
Strong spoken and written English communication skills.
Ability to understand customer needs and explain technical solutions in simple language.
Experience in cross-selling and upselling software products or services.
Strong problem-solving, customer-handling, and objection-handling skills.
Willingness to work in US shifts, including night shifts.
Preferred Qualifications
Graduate degree in IT, Computer Science, or a related discipline.
Microsoft certification or relevant technical-support certification.
Previous experience with an international BPO, IT helpdesk, software reseller, or e-commerce technology company.

Work arrangement
No