About Sendvise
Sendvise is an AI-powered Business Communication Platform offering WhatsApp Business API, AI Chatbots, CRM, Shared Team Inbox, Marketing Automation, AI Voice Agent, Bulk Messaging, Email, SMS, RCS and Business Automation Solutions.
We are looking for a customer-focused Technical Support Executive who can provide exceptional technical assistance, troubleshoot customer issues and ensure a smooth experience for every client.
Job Summary
The Technical Support Executive will be responsible for resolving customer issues, onboarding new clients, configuring accounts, providing product training and coordinating with the development team for advanced technical issues.
The ideal candidate should have excellent troubleshooting skills, strong communication and a customer-first mindset.
Key ResponsibilitiesCustomer Support
- Handle customer technical queries via Call, WhatsApp, Email and Support Portal.
- Troubleshoot application issues.
- Guide customers through product usage.
- Resolve login, configuration and account-related issues.
- Provide remote support using screen-sharing tools.
Customer Onboarding
- Configure new customer accounts.
- Assist in WhatsApp Business API onboarding.
- Help with Meta Embedded Signup.
- Verify account setup.
- Guide customers through initial product configuration.
- Conduct onboarding sessions and basic product training.
Product Configuration
- User account setup.
- Role & permission configuration.
- Template setup.
- Campaign configuration.
- Chatbot configuration (basic).
- Webhook testing (basic).
- API configuration support.
- Integration assistance.
Issue Resolution
- Analyze customer-reported issues.
- Identify root causes.
- Escalate complex issues to the Development Team.
- Track bug resolution.
- Verify fixes before customer confirmation.
- Maintain issue logs.
Documentation
- Create support tickets.
- Maintain knowledge base articles.
- Update FAQs.
- Prepare troubleshooting documents.
- Record customer interactions.
- Maintain support reports.
Coordination
- Work closely with Developers, QA, Product Team and Customer Success.
- Ensure timely communication on issue status.
- Follow up until complete resolution.
Products to Support
- WhatsApp Business API
- Shared Team Inbox
- AI Chatbot
- CRM
- Marketing Automation
- Bulk Messaging
- AI Voice Agent
- SMS Platform
- RCS Messaging
- Email Platform
- Integrations & APIs (Basic Support)
Daily Activities
- Resolve support tickets.
- Attend customer calls.
- Conduct onboarding sessions.
- Troubleshoot technical issues.
- Update CRM & Helpdesk.
- Coordinate with Development Team.
- Prepare daily support reports.
Monthly KPIs
- First Response Time (FRT): Within 15 minutes (during business hours).
- Ticket Resolution SLA: 90%+ within defined SLA.
- Customer Satisfaction (CSAT): 90%+.
- First Contact Resolution (FCR): 70%+.
- Accurate ticket documentation.
- Product onboarding completed on schedule.
Required Skills
- Strong Technical Troubleshooting.
- Excellent Communication Skills.
- Customer Handling.
- Basic API Understanding.
- JSON & Webhook Basics.
- CRM Knowledge.
- MS Excel.
- Google Workspace.
- Remote Support Tools.
- Time Management.
Preferred Skills
- Experience in SaaS Support.
- WhatsApp Business API knowledge.
- Meta Business Manager basics.
- REST API concepts.
- Postman basics.
- SQL basics.
- Linux basics.
- Ticketing tools (Freshdesk, Zoho Desk, etc.).
Qualification
- BCA
- MCA
- B.Sc. IT
- B.E./B.Tech
- Diploma in Computer Engineering
- Any Graduate with Technical Support Experience
Experience
- Minimum 2 Years
- Preferred 2–4 Years in SaaS, IT Support or Technical Support.
Working Days
- Monday to Saturday
- Office Timing: 10:00 AM – 7:00 PM
Salary & BenefitsFixed Salary
Benefits
- Performance Bonus.
- Annual Appraisal.
- Paid Leave.
- Technical Certification Support.
- Career Growth.
- Employee Recognition Programs.
Key Performance Indicators (KPIs)
- Respond to all new support tickets within SLA.
- Resolve at least 8–12 quality tickets/day (complexity-based).
- Customer Satisfaction (CSAT) above 90%.
- Escalate critical issues within 30 minutes.
- Maintain accurate ticket documentation.
- Complete customer onboarding without delays.
- Contribute at least 2 knowledge base articles/month.
Career Growth
- Technical Support Executive
- Senior Technical Support Engineer
- Product Support Specialist
- Customer Success Manager
- Technical Account Manager
- Support Team Lead
Ideal Candidate
The ideal candidate should be patient, analytical and customer-centric. They should enjoy solving technical problems, communicating clearly with customers and collaborating with internal teams to deliver an outstanding support experience.
Pay: ₹240,000.00 - ₹360,000.00 per year
Work Location: In person
