Technical Support

We are looking for a proactive and customer-focused Technical Support Executive to join our support team. You will be the first point of contact for clients using our IT Software/SaaS products, providing assistance via voice calls, email, and live chat. Your role will involve troubleshooting, resolving queries, escalating technical issues, and ensuring customer satisfaction. Key Responsibilities: Provide 24/7 technical support to customers through voice, email, and chat channels. Diagnose and troubleshoot product-related issues, including installation, configuration, and usage queries. Guide customers through product features and best practices. Log, track, and resolve support tickets within SLA timelines. Collaborate with engineering and product teams to escalate unresolved issues. Document solutions and create/update knowledge base articles. Collect customer feedback and share insights with the product team. Requirements: Bachelor’s degree in Computer Science, IT, or related field (preferred). 1–3 years of experience in SaaS / IT software technical support (freshers with strong skills are also welcome to apply). Strong knowledge of SaaS, cloud platforms, APIs, and networking basics. Excellent verbal and written communication skills in English. Familiarity with ticketing systems (Zendesk, Freshdesk, Jira, etc.). Ability to handle multiple chats/emails/calls simultaneously. Problem-solving mindset and ability to work under pressure. Flexible for rotational shifts/weekend support. Preferred Skills: Experience in CRM, ERP, IVR, or SaaS applications. Knowledge of SQL, Linux commands, or debugging tools. Prior experience in B2B SaaS customer support. What We Offer: Competitive salary & performance-based incentives. Exposure to global SaaS clients and technologies. Growth opportunities into Senior Support / Product Specialist roles. Friendly and collaborative work environment.