Technical Support Engineer

Company Description

Eloit Innovations is empowering the global education ecosystem with trailblazing technologies to achieve benchmarks in academic quality, accreditations, rankings, and ratings. A notable player in the school ERP industry, Eloit is ISO 9001 & ISO 27001 certified and has a clientele of 700 plus including governments, educational councils, universities & schools across the globe.

Position

Job Types

Experience

Location

Preference

Role Description

This is a full-time on-site role for a technical support engineer located in Kochi. The technical support engineer's day-to-day responsibilities include providing technical support, troubleshooting issues, and utilising analytical skills to resolve customer enquiries. Additionally, this role involves delivering exceptional customer support and service to ensure customer satisfaction and efficiency.

Responsibilities

• Provide

  technical support and functional assistance

  to Edisapp users via phone, email, and ticketing systems.
• Log, track, and resolve software issues and configuration requests.
• Assist in

  product deployment, setup, and basic training

  for new users.
• Coordinate with the QA and engineering teams to escalate and follow up on issues.
• Maintain documentation of issues, resolutions, and knowledge base articles.
• Ensure

  high levels of customer satisfaction

  through prompt and professional support.
• Report bugs, suggest product improvements, and contribute to user feedback cycles.
• Monitor support SLAs and ensure all support KPIs are met.

Qualification

• 1–4 years of experience in

  customer support/technical support/helpdesk roles

  .
• Strong communication skills in

  English is a must and

  Hindi is a plus.
• Good understanding of

  web-based software systems

  and general IT concepts.
• Basic knowledge of

  SQL queries

  and comfort working with cloud-based platforms.
• Familiarity with

  support tools like Freshdesk, Zoho Desk, or similar

  is an advantage.
• Ability to work in a team, take initiative, and resolve issues under pressure.
• Experience supporting SaaS products is desirable.

Salary:

Benefits:

• Health insurance
• Life insurance
• Provident Fund

Schedule:

• Day shift
• Weekend availability