Technical Support Executive

About the Role

Technical Support Executive

Key Responsibilities

Technical & Application Support

• Provide Level 1/Level 2 technical support for software applications and platforms used by US clients.
• Troubleshoot application issues, system errors, login problems, integrations, and performance concerns.
• Analyze logs, replicate customer issues, and document findings for engineering teams when required.
• Diagnose and resolve technical queries via email, chat, or remote sessions.
  

Customer Interaction & Service Excellence

• Act as the first point of contact for US customers needing application or technical assistance.
• Maintain a customer-centric approach, building strong communication and trust with end users.
• Provide timely updates, follow-ups, and clear guidance to customers.
  

Incident & Ticket Management

• Log, track, and resolve support tickets using ticketing tools or CRM systems.
• Prioritize and escalate issues based on severity and business impact.
• Ensure SLAs, response times, and resolution timelines are met consistently.
  

Documentation & Process Adherence

• Create and update knowledge base articles, FAQs, and troubleshooting guides.
• Follow SOPs, compliance standards, and organizational workflows.
• Document root causes, issue trends, and provide feedback to product/support leads.
  

Required Qualifications & Skills

• Bachelor's degree in Computer Science, IT, Engineering, or related field.
• 2 to 6 years of experience in technical support, application support, or IT helpdesk roles (freshers with strong technical aptitude may also be considered).
• Strong understanding of web applications, databases, APIs, and basic networking concepts.
• Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow, Jira, etc.) preferred.
• Excellent written and verbal communication skills.
• Ability to handle clients in US time zones with empathy, professionalism, and patience.
• Willingness to work in

  24/7 rotating shifts

  (including night shifts).

Preferred Skills

• Exposure to Healthcare IT process is a plus.
• Familiarity with SQL queries and log analysis.
• Knowledge of healthcare, fintech, or SaaS-based platforms (based on business domain).
• Experience in remote support tools (AnyDesk, TeamViewer, etc.).
  

Work Location

Hyderabad (On-site)