Technical Support Specialist

CareerXperts Consulting

5 years

0 Lacs

india

Posted:14 hours ago| Platform:

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Skills Required

support engineering chat resolve service capture usability report onboarding troubleshooting saas networking communication zendesk freshdesk jira crm

Work Mode

On-site

Job Type

Full Time

Job Description

Technical Support Engineer

What You’ll Do

Respond to customer queries via email, chat, or calls with accuracy and empathy.
Troubleshoot technical issues, guide customers through product features, and resolve problems efficiently.
Escalate complex issues to engineering/product teams while maintaining ownership until closure.
Maintain a detailed knowledge base and contribute to self-service resources (FAQs, guides, tutorials).
Capture customer feedback and share insights with product teams to improve usability and performance.
Track and report recurring issues, helping identify root causes and long-term fixes.
Work with cross-functional teams to ensure seamless onboarding and smooth customer experience.
Stay updated on product changes and industry best practices to deliver accurate support.

What You Bring

2–5 years of experience in technical support, customer success, or related roles.
Strong troubleshooting skills and ability to think on your feet.
Solid understanding of [relevant technologies – e.g., SaaS products, cloud platforms, APIs, networking basics].
Excellent communication skills with a customer-first mindset.
Ability to explain complex technical issues in simple, clear language.
Experience with ticketing tools (Zendesk, Freshdesk, Jira, etc.) and CRM systems is a plus.
Startup/fast-paced environment experience is a strong advantage.

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