Technical Support Associate

About

iRecord is a rapidly growing WealthTech company that simplifies Investment accounting, portfolio tracking serving indian investing community widely used by professionals, financial advisors, businesses, and investors.

Job Role

We are looking for a Technical Support Associate to provide high-quality technical assistance to our users. You will be responsible for handling support tickets, troubleshooting technical issues, coordinating with internal teams, and ensuring smooth user experience on the platform.

This role requires hands-on understanding of SQL, web applications, CRM/ticketing tools, and basic server & network connectivity concepts. Excellent spoken and written English is mandatory. This role involves no site visits.

Key Responsibilities

- User Support & Troubleshooting

• Handle user technical queries through calls, emails, and ticketing tools
• Diagnose and troubleshoot software, SQL, or connectivity-related issues
• Escalate complex issues to senior technical teams when required
• Track, update, and close tickets within defined timelines

- Technical Operations Support

• Work with SQL queries for basic troubleshooting
• Assist with server monitoring & connectivity checks
• Support LAN / network connectivity issue identification
• Assist with license and user access management

- Documentation & Reporting

• Maintain accurate case notes and technical documentation
• Contribute to internal knowledge base / FAQs
• Share daily/weekly status updates and reports as required

- Communication & Coordination

• Provide clear, professional responses to clients
• Coordinate with Product / Development teams for escalations
• Maintain high customer satisfaction and service standards

Required Skills & Experience

• Minimum 1–3 years’ experience in technical support / IT support / SaaS / helpdesk
• Mandatory technical knowledge:
• SQL basics & query understanding
• Web / application troubleshooting
• Basic server & connectivity concepts
• CRM / ticketing tools
• Strong problem-solving ability
• Excellent English — verbal & email (mandatory)
• Good documentation habits and process discipline

Required Skills & Experience

• Prior Experience in Technical support / IT support / SaaS support
• Preferred Technical Expertise:
• SQL & database queries
• Web/application technologies
• Server monitoring & connectivity
• LAN/network troubleshooting
• CRM & ticketing tools
• Experience leading or mentoring a support team preferred
• Strong problem-solving & analytical mindset
• Excellent English communication — verbal & email (mandatory)
• Strong documentation & reporting discipline

Educational Qualification (Mandatory)

• Degree/Diploma in Computer Science, IT, Engineering, or related technical field (Preferred)

Job Types: Full-time, Permanent

Pay: ₹17,500.00 - ₹25,000.00 per month

Ability to commute/relocate:

• Borivali, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Location:

• Borivali, Mumbai, Maharashtra (Required)

Work Location: In person