Technical Support Executive

Responsibilities

• Working in the team of Technical Support Associates and performing well.
• Research and identify solutions to software and Saas Product queries.
• Diagnose and troubleshoot technical issues, including account setup and network configuration and onboarding.
• Ask customers targeted questions to quickly understand the root of the problem.
• Talk clients through a series of actions, either via phone, email, meet or chat, until they’ve solved a technical/non-technical query.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Provide support to client for product & API related queries.
• Analysation of the Bug in product based on customer concern.
• Ensure all issues are properly logged.
• Prioritize and manage several open queries at one time.
• Prepare accurate and timely reports for yourself and team.
• Document technical knowledge in the form of notes and manuals.
• Maintain jovial relationships with clients.
• Utilize AI tools for quicker troubleshooting, automation, summarization, and process efficiency.

Qualifications

• 1-2 years of proven experience in the field of technical support.
• Ability to diagnose and troubleshoot basic technical queries.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Understanding of how API works.
• Hands-on experience with AI tools (e.g., AI chatbots, AI troubleshooting assistants, automation tools, or AI-based documentation assistants).
• Willingness to work in rotational shifts.

Benefits

• Flexible Work hours.
• Flat Organization Structure.
• Contribute to the growth of the product.