Position Overview
We are looking for a customer-focused Technical Support Specialist (Remote India) to provide technical assistance, troubleshooting, and product support for users of our software, platforms, or IT services. The ideal candidate has strong problem-solving skills, hands-on technical knowledge, and excellent communication abilities to support global customers in a remote-first environment.
Key Responsibilities
1. Customer & Technical Support
- Provide L1/L2 technical support via email, chat, ticketing systems, and voice.
- Troubleshoot application, system, and network-related issues.
- Guide users through setup, configuration, and usage of software products.
- Escalate complex issues to Engineering or L3 support with proper documentation.
2. Ticket Management & SLA
- Manage support tickets using tools like Zendesk, Freshdesk, Jira Service Management, or ServiceNow.
- Ensure adherence to SLAs (response time, resolution time, CSAT).
- Prioritize incidents based on impact and urgency.
3. Troubleshooting & Root Cause Analysis
- Diagnose technical issues related to web apps, APIs, login/authentication, integrations, and performance.
- Perform basic root cause analysis and suggest preventive actions.
- Reproduce bugs and provide detailed logs and steps to Engineering teams.
4. Product & Systems Support
- Support SaaS products, internal IT tools, and cloud-based platforms.
- Assist with user management, permissions, and access control.
- Support integrations with third-party tools (CRM, payment gateways, email services, APIs).
5. Documentation & Knowledge Base
- Create and maintain FAQs, SOPs, and troubleshooting guides.
- Contribute to internal knowledge base and customer help articles.
- Document recurring issues and solutions for faster resolution.
6. Collaboration & Continuous Improvement
- Work closely with Product, QA, Engineering, and Customer Success teams.
- Share user feedback to improve product usability and support processes.
- Participate in incident reviews and service improvement initiatives.
Required Skills & Qualifications
Core Technical Skills
- Understanding of Windows/Mac/Linux OS basics
- Basic networking concepts (TCP/IP, DNS, HTTP/HTTPS, VPN)
- Familiarity with SaaS applications and web technologies
- Basic SQL for querying data (nice to have)
- Experience with ticketing tools: Zendesk, Freshdesk, Jira Service Desk, ServiceNow
Application & Cloud Support (Preferred)
- Understanding of cloud platforms: AWS / Azure / GCP (basic level)
- Familiarity with REST APIs and tools like Postman
- Log analysis and monitoring tools: Datadog, New Relic, Splunk (basic)
- Experience supporting integrations and SSO (OAuth, SAML)
Customer Support & Communication
- Strong verbal and written English communication
- Ability to explain technical concepts to non-technical users
- Empathy, patience, and a customer-first mindset
Modern Support Tools
- CRM tools: Salesforce, HubSpot (nice to have)
- Collaboration tools: Slack, MS Teams, Confluence, Notion
- Remote support tools: AnyDesk, TeamViewer (if IT support)
Experience
- 14+ years in Technical Support, IT Support, Helpdesk, or Customer Support roles
- Experience supporting global customers is a plus
- Prior experience in remote or shift-based support is preferred
