Technical Support Executive

Key Responsibilities

Customer Engagement & Support

• Provide first-level support to customers during onboarding, implementation, and post-implementation stages.
• Respond to and resolve customer queries through email, chat, and calls with a consultative and solution-oriented approach.
  

Product Understanding & Troubleshooting

• Maintain a thorough understanding of SmartWinnr’s features, updates, and functionality.
• Identify and troubleshoot product issues, escalating to the appropriate internal teams when required.
  

Documentation & Process Adherence

• Maintain detailed records of customer interactions and resolutions using internal tools.
• Follow defined processes for issue tracking, escalation, and communication.
  

Internal Collaboration

• Work closely with the product and engineering teams to relay feedback and recurring issues.
• Coordinate with the Customer Success team for smooth handovers and ongoing account support.
  

Requirements

Education

• Bachelor’s degree in B.Tech, BCA, B.SC or a related field.
  

Professional Experience

• 1–3 years of experience in a customer or product support role, preferably in a SaaS or tech environment.
• Experience working in with global clients is an added advantage
• Experience & comfortable working in night shifts.
  

Skills & Tools

• Strong written and verbal communication skills in English.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and Google Workspace tools.
• Ability to learn and work with web-based platforms and support tools.
  

Personal Attributes

• Self-motivated with a high sense of ownership and accountability.
• Strong analytical and problem-solving abilities.
• Flexible and willing to work rotational and night shifts as required.
  

What We Offer

• Competitive compensation and benefits package.
• Opportunity to work with a global SaaS platform impacting enterprise sales teams.
• A collaborative and fast-paced environment with room for learning and growth.
• Cross-functional exposure across product, engineering, and customer success teams.