Technical Support Executive

Job Title: Technical Support Executive

Department: Technical Support

Reports To: Technical Support Manager

Job Summary

As a Technical Support Executive, you will provide advanced technical assistance to customers using our SaaS solutions. You'll troubleshoot issues, guide users through configurations, and ensure optimal product performance, collaborating with internal teams to resolve complex technical problems.

Key Responsibilities

• Provide expert-level support via phone, email, chat, and helpdesk platforms (e.g., Any Desk, Ultra Viewer, Google Meet, Zoom Meeting, etc.)
• Troubleshoot software, networking, and integration issues, using diagnostic tools and root cause analysis.
• Assist clients with SaaS configuration, API integrations, and system setup.
• Collaborate with product and engineering teams to resolve software bugs and system outages.
• Create and maintain technical documentation and troubleshooting guides.
• Ensure timely resolution of tickets, maintaining SLAs and documenting solutions.
• Stay updated on product features, cloud technologies, and industry trends.

Required Qualifications

• Bachelor's/ Master’s degree in Management and IT Field (e.g., BBA/ MBA/ BCA/ MCA/ Computer Science/ IT)
• Proven experience in technical support, ideally in a SaaS or IT environment.
• Strong understanding of cloud technologies, SaaS, APIs, and Proficiency in using support ticketing systems
• Excellent problem-solving skills and the ability to communicate technical concepts clearly.
• Basic Knowledge of MS Office: Word, Excel, PowerPoint

Salary Package: up to 3 LPA

Other Benefits:

• Leave Encashment

Languages Known: English, Hindi