Job Title: Technical Support Executive (US Support)
Experience: 3–5 Years
Location: Hyderabad
About the Role :-
We are looking for a customer-focused Technical Support Executive with experience supporting US-based customers. The ideal candidate should have hands-on experience troubleshooting technical applications or software platforms, providing phone and email support, and delivering exceptional customer service in an SLA-driven environment.
Key Responsibilities :-
- Provide technical support to US-based customers via phone and email.
- Troubleshoot application and platform-related issues, ensuring timely and effective resolution.
- Adhere to the defined 15-minute response SLA for all support requests.
- Log, track, and manage incidents using Jira or a similar ticketing/helpdesk platform.
- Escalate complex technical issues to the appropriate internal teams while maintaining clear and timely customer communication.
- Document troubleshooting steps, issue resolutions, and knowledge base articles.
- Collaborate with Engineering and Delivery teams to resolve customer issues efficiently.
- Deliver a high standard of customer experience through professional, accurate, and timely communication.
Required Skills & Qualifications :-
- 3–4 years of experience in Technical Support, Application Support, or Product Support.
- Prior experience providing technical support to US-based customers via phone and email (mandatory).
- Excellent verbal and written communication skills; a neutral or US-accent communication style is highly preferred.
- Hands-on experience troubleshooting enterprise applications or software platforms.
- Experience using Jira or similar ticketing/helpdesk systems.
- Strong analytical, problem-solving, and multitasking skills, with the ability to manage multiple support requests while meeting SLAs.
Preferred Qualifications :-
- Experience working with US support processes and customer service standards.
- Familiarity with ITSM/helpdesk tools such as Jira, ServiceNow, Zendesk, Freshservice, or similar platforms.
- Ability to work independently with minimal supervision.
