We are looking for a Technical Support Executive to join our support team and handle first-level technical troubleshooting for customer queries received through WhatsApp and other support channels.
The ideal candidate should have good technical aptitude, strong communication skills, and the ability to understand customer issues quickly, perform initial troubleshooting, provide clear resolutions, and escalate complex issues to the appropriate technical teams.
The role involves supporting international clients and working in a structured technical support environment with defined SLAs and processes.
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Handle first-level technical support queries received through WhatsApp, email, phone, ticketing systems, and other support channels.
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Understand customer issues, gather relevant information, and perform initial troubleshooting and diagnosis.
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Guide customers step-by-step with application usage, configurations, and basic troubleshooting.
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Identify whether an issue is related to the application, device, configuration, connectivity, or user-level settings.
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Resolve common technical issues within the defined L1 support scope.
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Escalate complex or unresolved issues to L2 Support, Development, DevOps, or QA teams with complete troubleshooting details.
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Maintain accurate documentation of customer issues, troubleshooting steps, solutions, and escalation details.
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Monitor support conversations and ensure timely responses and proper follow-up as per defined SLAs.
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Proactively identify recurring issues and highlight them to the concerned team.
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Assist customers with application configurations, features, and best practices.
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Perform basic database checks and validations when required.
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Assist with application updates, patches, and deployments when required.
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Coordinate with internal teams to ensure timely resolution of customer issues.
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Maintain a professional and customer-friendly approach while handling multiple conversations simultaneously.
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Ensure all support interactions are properly recorded in the ticketing/support system.
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Bachelor’s degree in Computer Science, IT, Computer Applications, or a related field.
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0 - 1 year of experience in technical support, application support, helpdesk, or a similar role.
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Strong technical aptitude and willingness to learn software platforms.
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Good understanding of software applications and basic troubleshooting concepts.
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Basic understanding of databases and networking concepts.
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Good analytical and problem-solving abilities.
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Excellent written and verbal communication skills, particularly for customer-facing chat support.
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Ability to communicate technical solutions in a simple, clear, and customer-friendly manner.
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Comfortable handling multiple customer conversations and prioritizing issues based on urgency.
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Familiarity with ticketing tools and customer support workflows.
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Ability to work in shifts and support international clients, if required.
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Experience in international technical/customer support.
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Experience handling support through WhatsApp, live chat, or other messaging platforms.
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Knowledge of GPS tracking, IoT platforms, telematics, or fleet management systems.
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Basic knowledge of SQL commands and REST APIs.
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Exposure to AWS or other cloud platforms.
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Experience working in a SaaS or B2B environment.
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Familiarity with browser developer tools, logs, API responses, or basic troubleshooting utilities.
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Customer-centric mindset
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Strong written communication
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Active listening and questioning skills
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Analytical and logical thinking
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Quick issue identification and troubleshooting
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Attention to detail
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Patience and professionalism
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Time management and prioritization
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Ability to handle pressure and multiple conversations
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Team collaboration
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Ownership and accountability
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Willingness to learn and adapt
The ideal candidate should be someone who:
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Can understand a customer's problem quickly through chat.
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Knows how to ask the right questions before jumping to a conclusion.
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Can follow troubleshooting procedures and think logically when the documented solution does not immediately work.
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Has the patience to guide customers through technical steps.
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Can differentiate between an actual product issue and a configuration/user-related issue.
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Understands when an issue should be resolved at L1 and when it needs to be escalated.
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Can communicate professionally with international customers.
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Is comfortable working in a fast-paced support environment and handling multiple WhatsApp conversations simultaneously.
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Primary Focus: L1 Technical Support through WhatsApp
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Secondary Focus: Email, phone, ticketing, application support, troubleshooting, and internal technical coordination.
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0 - 1 year: Fresh graduates with good technical aptitude and communication skills may also be considered.
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Prior experience in International Technical Support or SaaS/B2B Technical Support will be an added advantage.
