Technical Support Engineer

Pals Edutech; Gurugram District; Hybrid; INR 500,000 - 750,000; Full time

Job summary

Pals Edutech is seeking an experienced customer support professional to provide first-line assistance to clients via email, chat, and phone. You will troubleshoot issues, educate customers on product features, and help onboard new clients while maintaining high satisfaction levels.

You will log and track tickets, collaborate with Product for feedback, update knowledge bases, and assist with onboarding and product walkthroughs, adapting to global time zones as needed.

Qualifications

• 4-6 years of experience in a customer support or client-facing role in a tech or SaaS company.
• Strong communication skills (both written and verbal).
• Tech-savvy with a quick ability to learn software tools and systems.
• Ability to understand customer problems and offer logical, empathetic solutions.
• Familiarity with support tools (e.g., Zendesk, Intercom, Jira, HubSpot).
• Basic understanding of web technologies (e.g., browsers, APIs, SQL) is a plus.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with Remote Desktop access using tool like Team Viewer / ScreenConnect.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Ability to work in shifts (if required) or flexible time zones for global clients.
• 1-2 years of experience of Ticketing Tool Zoho Desk (Must have)

Responsibilities

• Provide first-level support to clients via email, chat, and phone.
• Troubleshoot user-reported issues and provide timely resolution or escalate to Level 2/Engineering.
• Educate customers on product features, updates, and best practices.
• Monitor and respond to support tickets using a CRM or helpdesk tool (e.g., Zendesk, Freshdesk).
• Maintain a high level of customer satisfaction by ensuring timely communication and resolution.
• Log bugs or feature requests and collaborate with the Product team for feedback loops.
• Prepare and update knowledge base articles, FAQs, and help documentation.
• Assist with client onboarding and product walkthroughs, if required.
• Identify recurring customer issues and suggest improvements to the product or processes.

Skills

Communication skills

Tech-savvy

Troubleshooting

Remote Desktop access

Problem solving

Education

Bachelor's degree in CS/IT (not mandatory)

Tools

Zendesk

Intercom

Jira

HubSpot

Zoho Desk

Job description

Role & responsibilities

• Provide first-level support to clients via email, chat, and phone.
• Troubleshoot user-reported issues and provide timely resolution or escalate to Level 2/Engineering.
• Educate customers on product features, updates, and best practices.
• Monitor and respond to support tickets using a CRM or helpdesk tool (e.g., Zendesk, Freshdesk).
• Maintain a high level of customer satisfaction by ensuring timely communication and resolution.
• Log bugs or feature requests and collaborate with the Product team for feedback loops.
• Prepare and update knowledge base articles, FAQs, and help documentation.
• Assist with client onboarding and product walkthroughs, if required.
• Identify recurring customer issues and suggest improvements to the product or processes.

Requirements

• 4-6 years of experience in a customer support or client-facing role in a tech or SaaS company.
• Strong communication skills (both written and verbal).
• Tech-savvy with a quick ability to learn software tools and systems.
• Ability to understand customer problems and offer logical, empathetic solutions.
• Familiarity with support tools (e.g., Zendesk, Intercom, Jira, HubSpot).
• Basic understanding of web technologies (e.g., browsers, APIs, SQL) is a plus.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with Remote Desktop access using tool like Team Viewer / ScreenConnect.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Ability to work in shifts (if required) or flexible time zones for global clients

• 1-2 years of experience of Ticketing Tool Zoho Desk (Must have)

Preferred candidate profile

• Bachelors degree in Computer Science, IT, or related field (not mandatory).
• Exposure to SaaS products, CRM platforms, or ERP systems.
• Experience working with ticketing systems, documentation platforms, or knowledge bases.
• Multi-language support skills (if dealing with global clients)