Technical Support

Key Responsibilities:

Provide hands-on technical support for complex or escalated issues.

Conduct regular training sessions to enhance product and troubleshooting knowledge.

Collaborate with other departments (Engineering, QA, Product, etc.) to address recurring

technical issues.

Maintain documentation for processes, FAQs, and knowledge base articles.

Identify process improvement opportunities to increase efficiency and service quality.

Required Skills & Qualifications:

• Bachelors degree in Computer Science, Information Technology, or related field.
• 1-3 years of experience in technical support.
• Strong understanding of IT systems, networks, and troubleshooting tools.
• Excellent problem-solving, analytical, and communication skills.
• Proven ability to manage team performance and motivate staff.
• Experience with helpdesk/ticketing systems (e.g., Zendesk, Jira, Freshdesk).
• Ability to handle high-pressure situations and multiple priorities.

Preferred Qualifications:

• Experience in supporting SaaS or enterprise software environments.
• Knowledge of CRM systems, APIs, or cloud technologies.
• Ability to handle a team is a must
• Key Performance Indicators (KPIs):
• SLA adherence rate
• Customer satisfaction (CSAT/NPS)
• First call resolution rate
• Ticket backlog and response time
• Team productivity and attrition rate