Walk-in | Technical Customer Support Executive (L1)

PVKL Tech Services Pvt Ltd; Pune District; On-site; INR 350,000 - 650,000; Full time

Benefits offered by this job

6-day rotational shifts

Training and onboarding

Job summary

PVKL Tech Services Pvt Ltd is seeking a technically adept Customer Support professional to serve as the first line of support for enterprise clients. You will diagnose issues at L1/L2, coordinate with engineering for deeper fixes, and keep clients informed throughout the process.

The role includes leading client training, managing escalations, and contributing to process improvements. The position requires 1–3 years in technical support, familiarity with APIs and SaaS, and experience with CRM

Qualifications

• 1-3 years in technical customer support or IT helpdesk
• Ability to troubleshoot methodically and document steps
• Basic understanding of APIs, cloud tools, and SaaS architecture
• Experience with CRM or ticketing systems (Freshdesk, Zendesk, Jira)
• Strong written and verbal communication for enterprise clients
• MS Office proficiency for reporting and documentation
• Willingness to work rotational shifts including evenings/weekends
• Experience with enterprise/B2B SaaS support is a plus

Responsibilities

• Respond to customer queries via chat, email, and phone within SLAs
• Troubleshoot L1/L2 platform issues and determine escalation paths
• Monitor open tickets and ensure timely updates to clients
• Log interactions in the ticketing system with clear resolution steps
• Coordinate with Engineering/Product for deeper fixes and reproduce issues
• Conduct client training sessions on product features and best practices
• Handle escalations per the defined matrix and drive closures
• Provide feedback to product/engineering to fix root causes

Skills

Technical Support

Troubleshooting

APIs understanding

CRM Tools

MS Office

Clear Communication

Education

Bachelors degree in CS/IT or related field

Tools

Freshdesk

Zendesk

Jira Service Desk

Job description

Role summary

You will be the first line of support for Provakils enterprise clients - handling technical queries, troubleshooting platform

issues, and ensuring clients get fast, accurate resolutions across chat, email, and phone. When a client runs into a problem,

youre the person they reach.

This is a technical support role, not a general helpdesk. Youll need to understand how the product works, diagnose issues

at L1 and L2 level, coordinate with engineering and product teams for deeper fixes, and keep clients informed throughout.

Youll also be expected to lead client training sessions, manage escalations, and contribute to improving the support process

over time. This role operates on a 6-day rotational shift schedule, including evenings and weekends.

What youll do

Ticket resolution & troubleshooting

• Respond to customer queries and technical issues via chat, email, and phone within defined SLAs - timely, professional, and solution-oriented


• Troubleshoot platform issues at L1 and L2 level: diagnose the problem, identify whether its a configuration issue, a bug, or a user error, and resolve or elevate accordingly


• Proactively monitor open tickets and follow up on unresolved issues - no ticket should go stale without an update to the client


• Log every interaction accurately in the ticketing system: issue details, steps taken, resolution provided, and current status

Cross-team coordination

• Coordinate with Engineering and Product teams to get technical issues resolved when they go beyond L2 - provide clear reproduction steps, screenshots, and impact assessment


• Analyse recurring client challenges and pass structured feedback to the product and engineering teams so root causes get fixed, not just symptoms


• Work with the implementation and engagement teams when client issues are related to onboarding, configuration, or adoption gaps

Client engagement & training

• Conduct product training sessions for clients - walk them through features, workflows, and best practices so they can use the platform effectively


• Engage with clients on a regular basis (daily or weekly depending on the account) to check on product usage, answer questions, and surface potential issues before they


• Provide clear, jargon-free information about product features, updates, and workarounds - clients should feel informed, not confused

Reporting & process improvement

• Prepare and present weekly ticket summaries to management: volume, resolution times, open issues, recurring patterns, and escalation metrics


• Stay current on product feature updates, releases, and known issues so your responses are always accurate and up to date


• Identify gaps in the support process (repeated questions, missing documentation, unclear escalation paths) and suggest improvements


• Handle customer escalations following the defined escalation matrix - own the escalation, keep the client updated, and drive it to closure

Must-have skills

• 1 -3 years of experience in technical customer support, IT helpdesk, or a similar client-facing support role - chat, email, and phone


• Ability to troubleshoot technical issues methodically: diagnose, isolate, and resolve or elevate with clear documentation


• Basic understanding of APIs, cloud-based tools, and SaaS product architecture - enough to understand what a client is describing and where the issue might lie


• Hands-on experience with a CRM or ticketing system (Freshdesk, Zendesk, Jira Service Desk, or similar)


• Strong written and verbal communication - you can explain technical concepts to non-technical enterprise clients clearly and patiently


• Proficiency in MS Office (Excel, Word, Outlook) for reporting and documentation


• Comfort with rotational shifts (including evenings and weekends) and a 6-day work week - this is a non-negotiable requirement of the role


• Problem-solving mindset and ability to multitask across multiple open tickets without dropping quality

Good-to-have skills

• Experience supporting enterprise or B2B SaaS products (not just consumer apps)


• Familiarity with API debugging tools (Postman, browser dev tools) and basic SQL for data lookups


• Experience handling customer escalations and working within a defined escalation matrix


• Experience leading client-facing training sessions or product demos


• Bachelors degree in Computer Science, IT, or a related field

What you’ll learn in this role

• Deep product knowledge of an enterprise SaaS platform - you’ll understand how large companies use technology to run their operations, which builds a strong foundation for a career in technical support, customer success, or product management


• How to manage enterprise client relationships under pressure - handling escalations, setting expectations, and maintaining trust when things go wrong


• Technical troubleshooting skills that go beyond L1 - API integrations, cloud platform issues, and cross-team debugging that build your technical depth over time