Technical Support Specialist
New
J
JobgetherAI SaaS
Based in IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–4 years of experience in technical support or customer support within a B2B SaaS environment
- Required Skills
- JiraWebRTCTechnical support
Requirements
- Have 2–4 years of technical support or customer support experience in a B2B SaaS environment.
- Have working knowledge of SSO, SAML authentication, user provisioning, access management, roles, and permissions.
- Understand browser troubleshooting, device permissions, network connectivity, firewalls, and network whitelisting.
- Have experience using Jira and customer support or helpdesk platforms to manage tickets, escalations, and issue tracking.
- Gather, structure, and document troubleshooting information accurately.
- Prioritize multiple requests and manage ongoing issues with strong organizational and problem-solving skills.
- Communicate technical issues and customer updates clearly in writing and verbally.
- Work directly with enterprise customers and IT teams, including on technical support calls and escalation discussions.
- Collaborate with Support Engineers, Product Managers, and Engineering teams while managing customer expectations.
- Experience with Gleap or similar in-app support platforms and integrated help centers is an advantage.
- Familiarity with WebRTC, real-time audio technologies, speech-to-text systems, LMS platforms, or SCORM integrations is desirable.
Responsibilities
- Own the customer support platform as the intake channel for incoming support requests and monitor requests through resolution.
- Collect and document troubleshooting details, including client environments, reproduction steps, browser and device information, and session identifiers.
- Resolve common technical issues using existing documentation and knowledge base resources.
- Troubleshoot SSO, SAML authentication, user provisioning, access, roles, and permissions.
- Assist customers with platform configuration, administrative tools, network access, firewall restrictions, and security questions.
- Investigate voice and session quality issues, including microphone permissions, connectivity, firewall blocks, and latency.
- Investigate LMS, SCORM synchronization, reporting, and other integration questions.
- Escalate issues to Support Engineers, Product, or Engineering through Jira, and track progress through confirmed resolution.
- Communicate with customers during incidents and share status updates, summaries, and root-cause analyses provided by the technical team.
- Monitor support performance, prepare weekly reports, and develop knowledge bases and support workflows.
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