Technical Support Representative
New
Remote work flexibility within IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–2 years
- Required Skills
- Cloud ComputingSalesforceJiraTroubleshootingTechnical supportSaaS
Requirements
- 1–2 years of experience in technical support for cloud-based, SaaS, or web-based applications.
- Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues systematically.
- Excellent communication skills with the ability to simplify and explain technical concepts to diverse audiences.
- Hands-on experience with ticketing systems such as Salesforce, JIRA, or similar platforms.
- Solid understanding of web applications, software configurations, and basic system troubleshooting.
- Technical degree in Computer Science or equivalent practical experience preferred.
- Ability to remain calm and effective in high-pressure, customer-facing situations.
Responsibilities
- Handle escalated and high-priority technical support cases for enterprise and critical customers, ensuring timely resolution and SLA adherence.
- Work directly with customers to gather issue details, troubleshoot problems, and guide them toward effective solutions.
- Act as an escalation point and subject matter expert for assigned product areas, providing deep technical insight and support.
- Collaborate with Engineering and Product teams to investigate, validate, and document software defects and expected system behavior.
- Conduct structured troubleshooting sessions, providing clear written and verbal summaries of findings and resolutions.
- Maintain accurate case documentation in ticketing systems and ensure proper tracking of issue status and resolution progress.
- Participate in on-call rotations and contribute to continuous improvement of support processes and knowledge base content.
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