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.
