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.
