Technical Customer Support Executive

Techerudite; Vadodara; On-site; INR 250,000 - 380,000; Full time

Job summary

Techerudite is seeking a capable Technical Support Specialist to assist customers with web and mobile apps, diagnose issues, and manage tickets across multiple channels. You will work with Dev/QA/Product teams to ensure timely resolutions and maintain knowledge bases for self-help.

Successful candidates will have strong English communication, experience with Freshdesk/Zendesk, and knowledge of SaaS environments.

Qualifications

• Excellent written and spoken English.
• Experience providing technical support via calls, emails, chat, and ticketing.
• Strong understanding of web and mobile applications.
• Hands-on experience with ticketing/helpdesk tools such as Freshdesk, Zendesk, Jira Service Management, or Zoho Desk.
• Understanding of DNS, domains, hosting, SSL certificates, and basic networking concepts.
• Ability to analyze technical issues and provide effective solutions.
• Good understanding of SDLC and software release processes.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide technical support via calls, emails, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve issues related to web and mobile applications.
• Manage and prioritize customer support tickets while meeting SLA timelines.
• Reproduce reported issues and create detailed bug reports with steps, logs, and screenshots.
• Escalate complex issues to the development team with complete technical information.
• Assist customers with application usage, account-related issues, and technical queries.
• Coordinate with Development, QA, and Product teams for timely issue resolution.
• Maintain accurate records of customer interactions and issue resolutions.
• Create and update knowledge base articles, FAQs, and user documentation.
• Ensure a high level of customer satisfaction through timely and effective support.

Skills

English communication

Technical support

Ticketing systems

Problem solving

SLA adherence

Customer service

Independent work

Multi-tasking

SaaS support

Mobile/Web apps

Tools

Freshdesk

Zendesk

Jira Service

Zoho Desk

Postman

SQL

DNS

AWS

CRM

Google Analytics

Linux CLI

Job description

• Provide technical support via calls, emails, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve issues related to web and mobile applications.
• Manage and prioritize customer support tickets while meeting SLA timelines.
• Reproduce reported issues and create detailed bug reports with reproduction steps, logs, and screenshots.
• Escalate complex issues to the development team with complete technical information.
• Assist customers with application usage, account-related issues, and technical queries.
• Coordinate with Development, QA, and Product teams for timely issue resolution.
• Maintain accurate records of customer interactions and issue resolutions.
• Create and update knowledge base articles, FAQs, and user documentation.
• Ensure a high level of customer satisfaction through timely and effective support.

Skills and Experience

• Excellent verbal and written English communication skills.
• Experience providing technical support through calls, emails, chat, and ticketing platforms.
• Strong understanding of web and mobile applications.
• Hands-on experience with ticketing/helpdesk tools such as Freshdesk, Zendesk, Jira Service Management, or Zoho Desk.
• Understanding of DNS, domains, hosting, SSL certificates, and basic networking concepts.
• Ability to analyze technical issues and provide effective solutions.
• Good understanding of SDLC and software release processes.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple priorities.
• Experience supporting SaaS, Web, or Mobile Applications.
• Familiarity with Postman for API testing.
• Basic SQL knowledge for data validation.
• Understanding of AWS, Azure, or cloud-based applications.
• Experience with CRM platforms such as HubSpot, Salesforce, or Zoho CRM.
• Knowledge of Firebase and mobile application logs.
• Basic Linux/Unix command-line knowledge.
• Familiarity with Google Analytics or application monitoring tools.
• Experience handling international clients and working in rotational shifts.
• Exposure to ITIL/Incident Management processes.