Location: Vadodara (Head Office)
Experience: Minimum 5 years
Role Overview
We are seeking a Technical Support Specialist who combines deep technical understanding with strong customer empathy. This individual will serve as the bridge between customers, product, and sales teams ensuring smooth onboarding, quick resolution of operational issues, and effective demonstration of our platform capabilities.
Key Responsibilities
- Customer Support & Operations
- Respond promptly to customer tickets and queries with accuracy, empathy, and professionalism.
- Troubleshoot and resolve technical issues across our product suite (voice, messaging, automation).
- Coordinate with internal engineering and product teams for escalations and issue tracking.
- Document and track issues, resolutions, and feedback using Zoho Desk / CRM.
- Product & Sales Enablement
- Assist the Sales and Pre-Sales teams with solution design, prototypes, and customer flow development.
- Conduct product demonstrations and technical walkthroughs for clients and partners.
- Support customer onboarding with configuration, testing, and handover documentation.
- Create and maintain reusable solution templates for faster deployment.
- Continuous Improvement
- Gather and relay customer feedback to improve product features and support workflows.
- Prepare FAQs, knowledge base articles, and user guides.
- Contribute to internal automation using shell scripts, database queries, and productivity tools.
Required Skills
- Strong communication and problem-solving abilities with a customer-first mindset.
- Proficiency in Shell Scripting and SQL / MongoDB for troubleshooting and analysis.
- Familiarity with Zoho Desk / Zoho CRM or equivalent ticketing and workflow tools.
- Sound understanding of web technologies (API calls, JSON, HTTP requests preferred).
- Ability to understand business requirements and translate them into product configurations.
Qualifications
- Bachelor's degree in Computer Science, Engineering, or a related field.
- Minimum 5 years of experience in technical support, customer success, or solution engineering roles.
- Experience in SaaS / Communication / Automation platforms preferred.
Personality Traits
- High IQ and curiosity to learn.
- Strong sense of ownership and accountability.
- Empathetic communicator who thrives under customer-facing situations.
- Excellent time management and multitasking skills.
