Job Title: Technical Support Executive
Department: Customer Success & Technical SupportCo. & Location:Ionob Innovations llp, On-site Employment Type: Full-Time Experience: 0–2 Years (Freshers with excellent communication skills may apply) Qualification: Any Graduate
About the Role
We are looking for a proactive and customer-focused Technical Support Executive to manage client relationships and support activities throughout the customer lifecycle. The ideal candidate will serve as the primary point of contact for GCC clients, ensuring smooth onboarding, timely issue resolution, effective communication between clients and internal teams, and successful implementation of product updates and enhancements.
The role requires excellent English communication skills, strong coordination abilities, problem-solving aptitude, and the capability to manage multiple client interactions simultaneously.
Key ResponsibilitiesClient Onboarding & Implementation
- Coordinate end-to-end client onboarding activities.
- Conduct onboarding sessions and product demonstrations for new clients.
- Gather client requirements and communicate them to the implementation and development teams.
- Ensure successful product setup, configuration, and user onboarding.
- Monitor onboarding progress and ensure timely completion.
- Provide training and guidance to client stakeholders and end users.
Client Relationship Management
- Act as the primary point of contact for assigned GCC clients.
- Build and maintain strong professional relationships with clients.
- Conduct regular follow-ups to ensure client satisfaction.
- Understand client business processes and provide appropriate product guidance.
- Ensure prompt responses to client inquiries and concerns.
Technical Support & Issue Resolution
- Receive, analyze, and document client-reported issues and bugs.
- Coordinate with the development and QA teams for issue investigation and resolution.
- Track tickets and ensure issues are resolved within agreed timelines.
- Provide regular status updates to clients regarding reported issues.
- Validate fixes before communicating resolutions to clients.
- Escalate critical issues to management when required.
Product Updates & Requirement Gathering
- Collect enhancement requests and new feature requirements from clients.
- Document client feedback in a structured manner.
- Coordinate discussions between clients and product/development teams.
- Follow up on feature implementation progress.
- Assist in requirement clarification and acceptance testing activities.
Communication & Coordination
- Schedule and conduct client meetings, review calls, and support sessions.
- Prepare meeting notes, action items, and follow-up reports.
- Coordinate internally with Development, QA, Implementation, Project Management, and Management teams.
- Maintain professional communication through emails, calls, and virtual meetings.
Documentation & Reporting
- Maintain accurate client records and support logs.
- Create and update support documentation, FAQs, and user guides.
- Prepare periodic status reports on client issues, onboarding progress, and pending actions.
- Ensure all client communications and support activities are properly documented.
Required Skills & CompetenciesCommunication Skills
- Excellent spoken and written English is mandatory.
- Strong email drafting and business communication skills.
- Ability to confidently interact with international clients.
- Good presentation and training abilities.
Technical Skills
- Basic understanding of SaaS products and web applications.
- Ability to understand software workflows and business processes.
- Familiarity with ticketing systems, CRM tools, and project management tools is an advantage.
- Basic knowledge of software development lifecycle and bug tracking processes is preferred.
Coordination & Organizational Skills
- Strong client handling and relationship management abilities.
- Excellent multitasking and time management skills.
- Ability to coordinate multiple stakeholders simultaneously.
- Strong attention to detail and documentation skills.
Personal Attributes
- Customer-centric mindset.
- Professional and positive attitude.
- Quick learner with strong adaptability.
- Problem-solving and analytical thinking skills.
- Ability to work independently and within a team environment.
Eligibility CriteriaEducational Qualification
Experience
- 0–3 years of experience in Technical Support, Customer Support, Client Coordination, Customer Success, Implementation Support, or related roles.
- Freshers with excellent English communication and coordination skills are encouraged to apply.
Key Performance Indicators (KPIs)
- Successful completion of client onboarding projects.
- Client satisfaction and retention levels.
- Average response and resolution time for support tickets.
- Number of issues resolved within SLA timelines.
- Accuracy of client documentation and reporting.
- Effectiveness of client communication and follow-ups.
- Timely collection and documentation of client requirements and enhancement requests.
Why Join ioNob Innovations LLP?
- Opportunity to work directly with GCC and international clients.
- Exposure to SaaS implementation and enterprise software solutions.
- Career growth opportunities in Client Success, Project Management, Product Management, and Operations.
- Dynamic and collaborative work environment.
- Continuous learning and professional development opportunities.
Preferred Candidate Profile: A confident communicator who can effectively engage with international clients, manage onboarding activities, coordinate issue resolution with internal teams, gather product enhancement requirements, and ensure a seamless customer experience from implementation through ongoing support.
Pay: ₹10,000.00 - ₹12,000.00 per month
Work Location: In person
