Job description:
We are looking for a Technical Support Executive to provide effective technical assistance and customer support to clients using iTours – Travel ERP & CRM Software.
The ideal candidate should have good communication skills, a problem-solving mindset, and the ability to understand software workflows and guide customers through the system.
Key Responsibilities
Provide technical support to customers through phone, WhatsApp, email and online meetings.
Understand customer issues, identify the root cause and provide appropriate solutions.
Guide customers on iTours features, modules and business workflows.
Conduct product training and onboarding sessions for new and existing customers.
Assist customers with system configuration and basic troubleshooting.
Reproduce reported issues and document them with proper steps, screenshots and relevant details.
Coordinate with the Development/QA Team for technical issues, bugs and enhancements.
Follow up on reported issues until proper resolution.
Maintain accurate records of customer queries, issues and resolutions in the support system.
Identify frequently occurring issues and recommend improvements to reduce repeat support requests.
Prepare or update support documentation, FAQs and training materials.
Ensure timely and professional communication with customers.
Maintain good customer relationships and contribute to overall customer satisfaction.
Required Skills
Good knowledge of Web Applications / SaaS Software.
Basic understanding of HTML, CSS and JavaScript is preferred.
Basic knowledge of SQL/database concepts is an advantage.
Good troubleshooting and analytical skills.
Ability to understand and explain software workflows.
Strong verbal and written communication skills.
Good customer-handling and problem-solving abilities.
Comfortable conducting online product demonstrations and training.
Ability to work independently as well as coordinate with technical teams.
Key Performance Indicators (KPIs)
First Response Time
Issue Resolution Time
Customer Satisfaction
First Contact Resolution
Number of successfully resolved tickets
Training completion and customer adoption
Follow-up and closure of pending issues
Reduction in repeated support queries
Quality and accuracy of issue documentation
Experience: 0–1 year in Technical Support, Software Support, Customer Success or a similar role.
Benefits:
Cell phone reimbursement
Paid sick time
Work from home
Work Location: Remote
Pay: ₹10,758.79 - ₹37,538.30 per month
Benefits:
- Cell phone reimbursement
- Leave encashment
- Paid sick time
- Paid time off
- Work from home
Work Location: Remote
