Position: Support Executive

Job Description

Job Title: Support Executive

Location: Kupondole, Lalitpur, Nepal

Department: GovTech

Reports To: VP of Business Development

Job Summary

We are seeking a proactive and skilled Support Executive to join our team, focusing on delivering exceptional support for government-based services. The ideal candidate will possess strong communication, problem-solving abilities, and technical proficiency, while ensuring timely and accurate resolution of client inquiries. This role requires close collaboration with internal teams and attention to detail to maintain service excellence and compliance with government standards.

Key Responsibilities

• Technical Support & Deployment
• Assist with the deployment of products and services, ensuring proper setup and configuration at client sites.
• Conduct product training for clients, ensuring they understand how to use the software tools and services effectively.
• Client Support:
• Serve as the first point of contact for client inquiries, providing prompt and accurate information regarding government-based services.
• Diagnose and troubleshoot technical issues, working closely with relevant teams to ensure resolution.
• Problem-Solving:
• Analyze customer issues, identify root causes, and provide effective solutions within specified timelines.
• Escalate unresolved issues to appropriate departments, ensuring follow-through until resolution.
• Product Knowledge:
• Develop and maintain a comprehensive understanding of the company’s government service offerings and related policies.
• Stay updated on changes in service offerings, regulatory updates, and government requirements.
• Technical Support:
• Assist clients in navigating technical platforms, providing guidance on the use of software tools and systems.
• Perform basic technical troubleshooting and assist with system setup or integration issues.
• Time Management:
• Efficiently manage and prioritize multiple tasks and inquiries, ensuring deadlines and service level agreements (SLAs) are met.
• Track and document all client interactions and resolutions in the company’s CRM or support ticketing system.
• Team Collaboration:
• Work closely with internal teams, including product, technical, and compliance departments, to provide accurate and timely resolutions.
• Share insights and feedback to improve processes and enhance customer satisfaction.
• Attention to Detail:
• Accurately document all support activities, ensuring a clear audit trail for compliance and reporting purposes.
• Review and verify information before providing responses or updates to clients to maintain service integrity.
  
  

Qualifications

• Higher secondary education or equivalent work experience.
• Proven experience in a customer support or technical support role, preferably in government services or a regulated industry.
• Strong technical skills with the ability to troubleshoot and resolve issues in software platforms and digital services.
• Excellent verbal and written communication skills, with the ability to explain complex issues clearly and concisely.
• Strong problem-solving skills and the ability to work under pressure while maintaining high-quality service delivery.
• Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.
• Team-oriented with a collaborative mindset and the ability to work across departments.
• Detail-oriented, with a focus on accuracy in documentation and communication.
  
  

Preferred Skills

• Experience working in a government services environment preferred.
• Knowledge of government regulations and compliance standards is preferred.
• Familiarity with CRM systems, ticketing tools, and other support software is preferred but not mandatory.