Technical Support - US Shift

Position Overview:

Shift Timing:

Responsibilities:

• Act as the first line of support for client queries and concerns over calls & email. 
• Provide prompt and professional assistance to resolve issues effectively. 
• Gather relevant information to diagnose and troubleshoot basic technical issues. 
• Escalate complex or unresolved issues to Level 2 support or relevant technical teams while ensuring clear communication and proper documentation. 
• Follow up with clients to ensure issues are fully resolved and satisfaction is achieved. 
• Maintain accurate records of client interactions, troubleshooting steps, and resolutions in the ticketing system. 
• Update knowledge bases and FAQ documents with new solutions and common issues. 
• Work closely with cross-functional teams (e.g., development, QA, operations) to identify and resolve recurring issues. 
• Communicate client feedback and feature requests to appropriate stakeholders. 
• Continuously identify opportunities to improve support processes and the client experience. 

• Stay updated on new product features, updates, and changes.

Skills & Qualifications:

• Excellent communication skills in English (written and spoken). 
• Strong problem-solving and active listening skills with customer empathy. 
• Basic understanding of software/product functionality. 
• Hands-on experience with modern CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Jira). 
• Ability to prioritize tasks effectively in a fast-paced environment. 
• Patience and professionalism when managing challenging situations. 
• Team player with a willingness to collaborate with cross-functional teams. 

Experience & Education:

• 05 years of experience

  in customer support or similar role in a software firm. 
• Bachelor’s degree in any discipline; background in Computer Science, IT, or related fields preferred. 

This role offers an excellent opportunity to grow within a dynamic and client-centric environment. If you are passionate about delivering exceptional customer service and have a knack for problem-solving, we would love to hear from you!