Customer Support Specialist

Talento HR; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Talento HR is hiring a Technical Support Representative for our client’s Implementations & Professional Services team in Bengaluru. You will manage and resolve support tickets, troubleshoot SaaS apps and APIs, and provide timely updates to customers.

You’ll collaborate with Product, Engineering and Customer Success, document findings, build knowledge articles, and strive to meet SLA commitments while seeking automation opportunities.

Qualifications

• 2–4 years of experience in Technical/SaaS support or related roles.
• Strong understanding of SaaS products, APIs, and support operations.
• Hands-on with Zendesk or similar ticketing platforms.
• Familiarity with Jira, Confluence, Slack, MS Teams, SharePoint, and Excel.
• Excellent verbal and written English communication.
• Strong analytical, documentation, and problem-solving abilities.
• Ability to manage multiple cases while meeting SLA commitments.
• Customer-focused mindset with stakeholder management skills.

Responsibilities

• Manage and resolve technical support tickets through Zendesk.
• Troubleshoot SaaS applications, APIs, payment workflows, and product-related issues.
• Perform root cause analysis and identify configuration, integration, or product issues.
• Communicate with customers via email and virtual meetings to provide updates and resolutions.
• Collaborate with Product, Engineering, Customer Success, and Professional Services teams.
• Escalate product defects with clear documentation and business impact.
• Create and maintain knowledge base articles and troubleshooting documentation.
• Ensure SLA adherence while managing multiple customer issues simultaneously.
• Identify recurring issues and recommend process improvements and automation opportunities.

Skills

SaaS support

Zendesk

English communication

Analytical skills

Documentation

Problem solving

Stakeholder management

Multi-case SLA management

Customer-focused mindset

Tools

Zendesk

Jira

Confluence

Slack

Microsoft Teams

SharePoint

Excel

Job description

We're Hiring | Technical Support Representative

Are you passionate about solving technical problems and delivering exceptional customer support? We're looking for a Technical Support Representative to join our client's Implementations & Professional Services team.

Direct Hiring with Our Client

Key Responsibilities:

• Manage and resolve technical support tickets through Zendesk.
• Troubleshoot SaaS applications, APIs, payment workflows, and product-related issues.
• Perform root cause analysis and identify configuration, integration, or product issues.
• Communicate with customers through email and virtual meetings to provide updates and resolutions.
• Collaborate with Product, Engineering, Customer Success, and Professional Services teams.
• Escalate product defects with clear documentation and business impact.
• Create and maintain knowledge base articles and troubleshooting documentation.
• Ensure SLA adherence while managing multiple customer issues simultaneously.
• Identify recurring issues and recommend process improvements and automation opportunities.

Required Skills & Qualifications:

• 2–4 years of experience in Technical Support, SaaS Support, Product Support, Application Support, or Implementation Support.
• Strong understanding of SaaS products, APIs, technical troubleshooting, and customer support operations.
• Hands-on experience with Zendesk or similar ticketing platforms.
• Familiarity with Jira, Confluence, Slack, Microsoft Teams, SharePoint, and Excel.
• Excellent verbal and written English communication skills.
• Strong analytical, documentation, and problem‑solving abilities.
• Ability to manage multiple support cases while maintaining SLA commitments.
• Customer‑focused mindset with excellent stakeholder management skills.