About the role
- Working in the team of Technical Support Associates and performing well.
- Research and identify solutions to software and Saas Product queries.
- Diagnose and troubleshoot technical issues, including account setup and network configuration and onboarding.
- Ask customers targeted questions to quickly understand the root of the problem.
- Talk clients through a series of actions, either via phone, email, meet or chat, until they’ve solved a technical/non-technical query.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
- Provide support to client for product & API related queries.
- Analysation of the Bug in product based on customer concern.
- Ensure all issues are properly logged.
- Prioritize and manage several open queries at one time.
- Prepare accurate and timely reports for yourself and team.
- Document technical knowledge in the form of notes and manuals.
- Maintain jovial relationships with clients.
- Utilize AI tools for quicker troubleshooting, automation, summarization, and process efficiency.
- 1-2 years of proven experience in the field of technical support.
- Ability to diagnose and troubleshoot basic technical queries.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Understanding of how API works.
- Hands-on experience with AI tools (e.g., AI chatbots, AI troubleshooting assistants, automation tools, or AI-based documentation assistants).
- Willingness to work in rotational shifts.
- Flexible Work hours.
- Flat Organization Structure.
- Contribute to the growth of the product.