Technical Support Engineer

Viable Search Consultants; Nashik District; On-site; INR 450,000 - 650,000; Full time

Job summary

Viable Search Consultants is seeking a client-focused Support Specialist to handle inbound queries across email, chat, and phone, focusing on expense management and travel workflows. The role requires 4–5 years in SaaS/fintech support and strong English communication.

You will document interactions in the CRM, assist onboarding, coordinate with product and success teams, and contribute to knowledge base improvements, with attention to SLAs and high-resolution rates.

Qualifications

• 4–5 years of experience in customer support or helpdesk, preferably in SaaS or fintech.
• Proficient written and verbal English communication.
• Ability to handle high query volumes with attention to detail and customer-first approach.
• Experience with CRM tools like Freshdesk or similar.
• Basic understanding of ERP or finance platforms.

Responsibilities

• Handle inbound queries from clients across email, chat, and phone.
• Troubleshoot and resolve issues related to expense workflows, policy configurations, travel booking integrations, and reimbursement processes.
• Coordinate with internal product and technical teams to escalate and follow through on complex issues.
• Ensure resolution of queries within defined SLA timelines, maintaining a high-resolution rate.
• Document support interactions accurately in the CRM and contribute to the knowledge base.
• Assist clients during onboarding and product rollouts, providing guidance on platform features and best practices.
• Proactively identify recurring issues and provide feedback to product team for improvement.
• Support implementation of client changes requests in coordination with the customer success team.

Skills

Expense management

Travel workflows

CRM tools

English communication

Multitasking

Education

Any Graduate

Tools

Freshdesk

SAP

Oracle

Tally

Job description

Job Description: -

Handle inbound queries from clients across multiple channels email, chat, and phone

Troubleshoot and resolve issues related to expense workflows, policy configurations, travel booking integrations, and reimbursement processes.

Coordinate with internal product and technical teams to escal and follow through on complex issues.

Ensure resolution of queries within defined SLA timelines, maintaining a high-resolution rate.

Document support interactions accurately in the CRM and contribute to the internal knowledge base.

Assist clients during onboarding and product rollouts, providing guidance on platform features and best practices.

Proactively identify recurring issues and provide structured feedback to the product team for continuous improvement.

Support implementation of client changes requests in coordination with the customer success team.

Required Skills: -

Strong understanding of expense management, travel workflows, or corporate finance processes is a plus.

Excellent written and verbal communication skills in English.

Ability to handle high query volumes with attention to detail and a calm, customer-first approach.

Proficiency with support tools such as Freshdesk or similar CRM patforms.

Basic understanding of ERP or finance platforms (SAP, Oracle, Tally) is an advantage.

Strong problem-solving skills with the ability to multitask and prioritise effectively.

Qualification & Experience: - Any Graduate with 4 to 5 years of experience in customer support or helpdesk role, preferably in a SaaS or fintech environment