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Senior Tech Support

Senior Tech Support

Easebuzz

3 - 5 years

4 - 7 Lacs

pune maharashtra india

Posted:3 days ago| Platform: Foundit logo

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Skills Required

technical support user onboarding user adoption mis reporting trend analysis issue escalation

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

Technical Support and Issue Resolution:

Handle complex technical issues requiring deep system understanding and problem resolution.
Provide Level 2 support and escalate unresolved cases to internal or external teams when necessary.
Collaborate with L2 and L3 (Development) teams to identify recurring issues and drive permanent solutions.
Assist in journey optimization and support improvement initiatives.

User Onboarding and Adoption:

Conduct proactive outbound calls to onboard new users and ensure successful product adoption.
Provide user login support and guidance on system usage.
Update user manuals and support documentation as needed.

Monitoring, Reporting, and Analysis:

Publish
weekly Management Information System (MIS) reports
on user adoption, product usage, and regulatory compliance.
Perform
trend analysis
of production support issues to identify common problem categories.
Coordinate with cross-functional teams to implement process improvements.

Collaboration and Communication:

Work closely with internal teams (Engineering, Product, Operations) to address user-reported issues.
Maintain effective communication with stakeholders to ensure issue transparency and timely resolution.
Ensure feedback loops from users are captured and communicated to improve customer experience.

Continuous Improvement:

Develop a deep understanding of user flows and product functionality.
Proactively suggest optimizations in technical operations and support processes.
Stay informed about new product releases and features to enhance user guidance.

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