Technical Support Specialist

Talento HR; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Talento HR is hiring a Technical Support Representative to join our client's Implementations & Professional Services team in Bengaluru. You will handle technical support tickets, troubleshoot SaaS applications, and collaborate with cross-functional teams to deliver timely resolutions.

The role requires 2–4 years in technical or SaaS support, strong English communication, and experience with Zendesk and other collaboration tools.

Qualifications

• 2–4 years of experience in Technical Support, SaaS Support, Product Support, Application Support, or Implementation Support.
• Strong understanding of SaaS products, APIs, technical troubleshooting, and customer support operations.
• Hands-on experience with Zendesk or similar ticketing platforms.
• Familiarity with Jira, Confluence, Slack, Microsoft Teams, SharePoint, and Excel.
• Excellent verbal and written English communication skills.
• Strong analytical, documentation, and problem-solving abilities.
• Ability to manage multiple support cases while maintaining SLA commitments.
• Customer-focused mindset with excellent stakeholder management skills.

Responsibilities

• Manage and resolve technical support tickets through Zendesk.
• Troubleshoot SaaS applications, APIs, payment workflows, and product-related issues.
• Perform root cause analysis and identify configuration, integration, or product issues.
• Communicate with customers through email and virtual meetings to provide updates and resolutions.
• Collaborate with Product, Engineering, Customer Success, and Professional Services teams.
• Escalate product defects with clear documentation and business impact.
• Create and maintain knowledge base articles and troubleshooting documentation.
• Ensure SLA adherence while managing multiple customer issues simultaneously.
• Identify recurring issues and recommend process improvements and automation opportunities.

Skills

SaaS Support

Technical Troubleshooting

Customer Support Operations

English Communication

Multitasking & SLA

Tools

Zendesk

Jira

Confluence

Slack

Microsoft Teams

SharePoint

Excel

Job description

We're Hiring | Technical Support Representative

Direct Hiring with Our Client

Are you passionate about solving technical problems and delivering exceptional customer support? We're looking for a Technical Support Representative to join our client's Implementations & Professional Services team.

Key Responsibilities:

• Manage and resolve technical support tickets through Zendesk.
• Troubleshoot SaaS applications, APIs, payment workflows, and product-related issues.
• Perform root cause analysis and identify configuration, integration, or product issues.
• Communicate with customers through email and virtual meetings to provide updates and resolutions.
• Collaborate with Product, Engineering, Customer Success, and Professional Services teams.
• Escalate product defects with clear documentation and business impact.
• Create and maintain knowledge base articles and troubleshooting documentation.
• Ensure SLA adherence while managing multiple customer issues simultaneously.
• Identify recurring issues and recommend process improvements and automation opportunities.

Required Skills & Qualifications:

• 2–4 years of experience in Technical Support, SaaS Support, Product Support, Application Support, or Implementation Support.
• Strong understanding of SaaS products, APIs, technical troubleshooting, and customer support operations.
• Hands-on experience with Zendesk or similar ticketing platforms.
• Familiarity with Jira, Confluence, Slack, Microsoft Teams, SharePoint, and Excel.
• Excellent verbal and written English communication skills.
• Strong analytical, documentation, and problem-solving abilities.
• Ability to manage multiple support cases while maintaining SLA commitments.
• Customer-focused mindset with excellent stakeholder management skills.