Job Summary
We are looking for a Technical Support Executive who can bridge the gap between clients and the internal product team. This role requires a working understanding of technology, strong verbal and written communication skills. The primary expectation is to attempt live, on-call resolution of client issues first, and only after genuine troubleshooting attempts fail, to log a ticket and route it to the correct internal stakeholder for further action.
Key Responsibilities
1. First-Line Technical Support
- Answer client calls/chats/emails and understand the issue by asking the right diagnostic questions.
- Attempt to reproduce and resolve the issue live on the call using basic technical troubleshooting (login issues, configuration checks, basic error interpretation, browser/app-level issues, connectivity checks, etc.).
- Use product knowledge to guide the client through step-by-step fixes before escalating.
- Raise a ticket after real-time resolution has been attempted and has not worked, or the issue is clearly beyond L1 scope also tickets for themselves (e.g., backend bug, data issue, integration failure).
2. Client Communication
- Communicate clearly, patiently, and professionally with clients, avoiding unnecessary jargon.
- Set correct expectations on timelines, next steps, and ticket status.
- Keep clients updated proactively rather than waiting for them to follow up.
- De-escalate frustrated or unhappy clients with empathy and professionalism.
3. Product Knowledge
- Maintain end-to-end working knowledge of the product: basic features, common workflows, known limitations, and typical failure points.
- Stay updated on new releases, changes, and known issues shared by product/engineering teams.
- Use internal documentation and knowledge base articles effectively and contribute to them when gaps are found.
4. Ticketing & Escalation
- Log every unresolved issue as a ticket in the ticketing system (e.g., OpenProject/Jira/) with clear steps to reproduce, screenshots/logs, and client impact/priority.
- Assign tickets to the correct stakeholder or team head based on the nature of the issue.
- Track ticket status until closure and communicate resolution back to the client.
- Follow defined SLAs for response and resolution time based on issue severity.
5. Reporting & Continuous Improvement
- Maintain accurate records of call/chat volume, issue types, and resolution rates.
- Flag recurring issues or patterns to the team lead/product team for root-cause fixes.
Required Skills & Qualifications
- Bachelor's degree in any discipline; a background in IT is a plus but not mandatory.
- Basic understanding of technology concepts (web/app basics, browsers, internet/connectivity, integrations is a plus).
- Strong verbal and written communication skills in Kannada & English (additional languages are a plus).
- Prior experience (1.5 –2years) in a technical support, helpdesk, or customer support role preferred.
- Comfortable working with ticketing tools (Zendesk, Freshdesk, Jira, OpenProject, etc.).
- Patient, empathetic, and calm under pressure, especially with frustrated clients.
- Ability to multitask across calls, chats, and tickets in a fast-paced environment.
Key Performance Indicators (KPIs)
- First Call/Contact Resolution (FCR) rate.
- Average response and resolution time (per SLA).
- Number of escalations that could have been resolved at L1 (tracked to reduce over time).
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
