Jr Technical Support Executive

Job Overview:

We are seeking a highly motivated Technical Support Executive to join our team. The ideal candidate will possess strong communication skills, a problem-solving mindset, and a good understanding of APIs and integration concepts. You will be responsible for providing timely and effective support to clients, resolving technical issues, and ensuring seamless system performance in a fast-paced, global environment.

Key Responsibilities:

• Provide technical and functional support to clients via email, chat, or phone.

• Troubleshoot and resolve issues related to APIs, integrations, and system connectivity (GDS/NDC).

• Collaborate with internal teams to identify root causes and ensure timely resolution of customer issues.

• Utilize ticketing systems and CRMs (e.g., Zendesk, Jira, Freshdesk, Salesforce) for issue tracking and client communication.

• Analyze API requests/responses (REST, JSON, XML) and assist customers in understanding technical concepts.

• Maintain accurate documentation of issues, resolutions, and client feedback.

• Work collaboratively in a team-oriented environment to meet SLAs and enhance customer satisfaction.

• Support clients across different time zones, including flexible or rotational shifts as required.

Required Skills & Qualifications:

• Strong verbal and written communication skills in English.

• Previous experience in customer or technical support, preferably in SaaS, travel technology, or B2B software environments.

• Basic understanding of API concepts and formats such as REST, JSON, and XML.

• Working knowledge of API requests/responses and GDS/NDC connectivity.

• Hands-on experience with ticketing tools or CRMs (e.g., Zendesk, Jira, Freshdesk, Salesforce).

• Ability to analyze issues logically and explain technical details to non-technical users.

• Team-oriented, proactive, and capable of handling multiple priorities in a fast-paced environment.

• Willingness to work flexible shifts to support global clients.

Desirable Skills:

• Experience working with API documentation and payload inspection tools (e.g., Postman).

• Basic technical background with understanding of REST/SOAP APIs and system integrations.

• Familiarity with GDS systems (Amadeus, Sabre, Travelport) or NDC integrations.

• Exposure to Azure Insights or similar monitoring tools.

Location: Mumbai

Employment Type: Full-time

Experience Level: 1 – 2 years