- Experience
- 1+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- Work from home
- Education
- B.Tech / B.E. in Computer Science or IT
- Eligibility
- Professionals possessing a B.Tech or B.E. degree in Computer Science, Engineering, or Information Technology with a minimum of one year of technical support experience, comfortable with remote work and flexible shift timings.
- Resume
- Required to apply
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Job description
About the Role
Our company, a fast-growing B2C AI products provider with a global customer base exceeding 75,000 users, is seeking a seasoned Technical Support Executive. This fully remote position involves delivering top-tier technical assistance to users, troubleshooting issues, and ensuring swift problem resolution. Candidates must have at least one year of direct technical support experience.
Work Schedule
The role operates exclusively during night shifts aligned with US timings, typically from 6 PM to 4:30 AM IST, occasionally shifting between 10 PM and 7 AM. No day shifts are available except in rare circumstances. Flexibility and readiness for rotational shifts and possible weekend or holiday work are essential.
Key Responsibilities
- Offer technical assistance through email, chat, and ticketing platforms.
- Resolve issues related to products, user accounts, logins, billing, and basic server or application malfunctions.
- Support customers in setup, configuration, and utilization of features.
- Perform root cause analysis and provide clear stepwise troubleshooting guidance.
- Escalate complex problems to senior or engineering teams with detailed documentation.
- Keep detailed records of customer communications and issues.
- Adhere to service level agreements and maintain quality in support processes.
- Collaborate with internal teams to enhance product reliability and user satisfaction.
- Stay informed on product updates, features, and known technical challenges.
Eligibility Criteria
- Must have completed B.Tech or B.E. in Computer Science, Engineering, or Information Technology fields.
- A minimum of one year experience in technical, IT, or SaaS support.
- Experience handling customer queries via chat, email, or tickets.
- Capability to work flexible, rotational shifts and maintain a reliable home office setup with stable internet.
Required Skills and Technical Knowledge
- Excellent command of written and spoken English.
- Basic understanding of web applications, SaaS platforms, and APIs.
- Proficiency with ticketing tools such as Zendesk, Freshdesk, or Intercom.
- Fundamental knowledge of browsers, hosting, DNS, user authentication, permissions, subscription management, and common troubleshooting of web/app issues.
- Ability to effectively communicate technical topics to non-technical customers.
- Involvement in product testing procedures.
Preferred Additional Qualifications
- Experience supporting clients internationally.
- Familiarity with Linux basics, log analysis, and error diagnostics.
- Knowledge of payment gateways or subscription-based billing systems.
- Previous exposure to AI tools, SaaS, or cloud-based product support.
Job Benefits
- Competitive salary commensurate with experience.
- Long-term, stable remote employment opportunity.
- Opportunities for advancement into senior support or product-related roles.
- Access to skill development and company training programs.
- Supportive and dynamic work environment focused on performance.
Who Should Apply
- Professionals with a minimum of one year in technical support roles.
- Candidates comfortable working remotely with shift flexibility.
- Individuals enthusiastic about troubleshooting, problem analysis, and customer assistance.
Minimum education
Bachelor's Degree