Technical Support Representative

ADIT; Ahmedabad District; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Weekends off

Job summary

ADIT is seeking a motivated Technical Support Representative to provide voice-based support for our SaaS products. You will troubleshoot software issues, assist with installation and configuration, and document interactions in our ticketing system.

Strong communication, a tech background (CS/engineering or related), and willingness to work US shifts are required. Familiarity with SQL, databases, CRM tools, and VOIP is a plus.

Qualifications

• Must have a tech background in computer science or engineering or related fields.
• Experience providing voice-based technical support for SaaS products.
• Proficient in SQL queries and database concepts.
• Familiar with ticketing systems and CRM tools.
• Willingness to work US shifts and weekends as needed.

Responsibilities

• Provide excellent technical support to customers via phone and voice channels.
• Troubleshoot software and SaaS product issues and guide installations.
• Document interactions and resolutions in the ticketing system.
• Escalate complex issues to developers or senior staff when required.
• Collaborate with cross-functional teams and contribute to knowledge base.
• Stay updated on product knowledge and best practices.

Skills

Technical support experience

Voice support experience

Excellent communication skills

SQL querying

CRM familiarity

Education

Bachelor's degree in Computer Science/Engineering or MCA/MSCIT

Tools

SQL Server

MySQL

SQLite

SSMS

Virtual Machines

Job description

We are seeking a highly motivated and customer-oriented Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing exceptional technical support to customers utilizing our Software as a Service (SaaS) products primarily through voice channels. You will be the first point of contact for customers experiencing technical issues and will provide prompt and effective resolutions to ensure customer satisfaction.

Responsibilities:

• Provide excellent technical support to customers via phone and other voice channels.
• Troubleshoot and resolve software and technical issues related to our SaaS products.
• Assist customers with product installation, configuration, and usage inquiries.
• Document all customer interactions, including details of the issue and steps taken for resolution, in our ticketing system.
• Escalate complex technical issues to the appropriate teams, such as developers or senior support staff, while ensuring timely and accurate communication with the customer.
• Collaborate with cross-functional teams to address customer concerns and provide feedback on product improvements.
• Stay up-to-date with product knowledge, industry trends, and best practices to enhance technical support delivery.
• Contribute to the development and maintenance of support documentation, knowledge base articles, and FAQs.
• Provide exceptional customer service by ensuring high customer satisfaction and timely issue resolution.

Requirements:

• Willing to work in US shift
• Education should be in tech background like Computer engineering/ Computer science / MCA/ MSCIT/B.tech/ M.tech etc.
• Basic knowledge of APIs is required
• Knowledge and understanding of Windows Server systems, Virtual Machines, software installation, and implementation.
• Familiarity with database management systems such as SQL, SQLite, MySQL, and SSMS.
• Good knowledge of writing SQL queries to retrieve, filter, and aggregate data from relational databases.
• Proven work experience as a Technical Support Specialist or similar role, preferably with a focus on voice support and SaaS products.
• Excellent verbal communication skills and the ability to effectively communicate complex technical concepts to customers in a clear and concise manner.
• Familiarity with SaaS products and a good understanding of the underlying technologies and concepts.
• Proficiency in using ticketing systems or customer relationship management (CRM) tools to manage customer interactions and track support cases.
• Ability to work independently, prioritize tasks, and manage time effectively to meet customer support SLAs.
• Flexibility to work in shifts, including evenings and weekends, to provide coverage for customer support operations.
• Should be customer centric and expert in troubleshooting & diagnostic skills.
• Must have excellent written and verbal communication skills preferably looking for people who worked with overseas clients.
• Knowledge of product installation and implementation is a plus.
• Knowledge on VOIP, routers, networking, switches will be added advantage.

Why Adit?

We trust our people and offer completely remote opportunities.

Flexible work schedules for better work-life balance.

Group of 650+ Agile, Smart and Dynamic IT Professionals.

Supportive and collaborative work environment.

5 days working company (Monday - Friday). All weekends are Off!

Great working and learning environment