Senior Tech Support

Easebuzz; Maharashtra; On-site; INR 600,000 - 900,000; Full time

Job summary

Easebuzz is seeking a Senior Tech Support professional based in Pune to handle complex technical issues and support user adoption. The role requires 3-5 years of experience in tech operations, along with strong problem-resolution skills.

The successful candidate will focus on user support, escalate unresolved issues, and collaborate with various internal teams to enhance user experience.

Qualifications

• 3 to 5 years of experience in tech operations and support functions.
• Ability to escalate unresolved issues and collaborate with engineering teams.
• Understanding of user flows and basic technical operations.

Responsibilities

• Focus on complex technical issues requiring system knowledge.
• Escalate issues not resolved by L1 to internal/external teams.
• Make outbound calls to onboard users.

Skills

Technical expertise

Problem resolution

User support

Trend analysis

Job description

Senior Tech Support Rollout & Adoption Responsibilities/Activities

• Focuses on more complex technical issues that require deeper system knowledge and strategic problem resolution.
• Escalates issues that cannot be resolved by L1 to the appropriate internal or external teams.
• Proactively make outbound calls to onboard users.
• Provide user login and adoption support.
• Publish Management Information System (MIS) reports for weekly adoption/usage, as well as any regulatory requirements.
• Publish weekly support MIS reports.
• Perform weekly trend analysis of production support issues, categorizing them accordingly.
• Update user manuals as needed.
• Understanding of user flows and technical operations support to help the bank users regarding raised issues.
• Must have some technical expertise and should be able to resolve issues on their own or with the help of the tech / engineering team.
• Coordinate with the L2 team to address recurring issues and seek permanent resolutions.
• Collaborate with the L3/Development Team for journey optimization.

Work Location: Pune (Work from office)

Expected Experience: 3 to 5 years of experience in tech operations and support functions.

Employment Type: Full-Time