Technical Support Specialist

Technical Support Specialist

Location:

Experience:

Role Overview

Technical Support Specialist

Key Responsibilities

1. Customer Support & Operations

• Respond promptly to customer tickets and queries with accuracy, empathy, and professionalism.
• Troubleshoot and resolve technical issues across our product suite (voice, messaging, automation).
• Coordinate with internal engineering and product teams for escalations and issue tracking.
• Document and track issues, resolutions, and feedback using

  Zoho Desk / CRM

  .

2. Product & Sales Enablement

• Assist the Sales and Pre-Sales teams with

  solution design, prototypes, and customer flow development

  .
• Conduct

  product demonstrations and technical walkthroughs

  for clients and partners.
• Support customer onboarding with configuration, testing, and handover documentation.
• Create and maintain reusable solution templates for faster deployment.

3. Continuous Improvement

• Gather and relay customer feedback to improve product features and support workflows.
• Prepare FAQs, knowledge base articles, and user guides.
• Contribute to internal automation using

  shell scripts

  , database queries, and productivity tools.

Required Skills

• Strong communication and problem-solving abilities with a customer-first mindset.
• Proficiency in

  Shell Scripting

  and

  SQL / MongoDB

  for troubleshooting and analysis.
• Familiarity with

  Zoho Desk / Zoho CRM

  or equivalent ticketing and workflow tools.
• Sound understanding of web technologies (API calls, JSON, HTTP requests preferred).
• Ability to understand business requirements and translate them into product configurations.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Minimum

  5 years of experience

  in technical support, customer success, or solution engineering roles.
• Experience in SaaS / Communication / Automation platforms preferred.

Personality Traits

• High IQ and curiosity to learn.
• Strong sense of ownership and accountability.
• Empathetic communicator who thrives under customer-facing situations.
• Excellent time management and multitasking skills.