Technical Support Associate

Designation: Technical Support Associate (Contractual)

Department: Technical Support

Type: Contractual (1 Year)

Work Mode: Remote

Experience: 06 Months

Education: Any Graduate (preferably in Computer Science IT or Engineering)

Key Skills (Must Have):

• Basic understanding of web applications SaaS platforms and assessment tools
• Good troubleshooting and problem-solving skills
• Clear and effective written and verbal communication
• Familiarity with CRMs/ticketing systems (preferred but not mandatory)

Other Skills:

• Time management
• Attention to detail
• Adaptability and learning agility
• Ability to work in shifts and under pressure
• Customer-first mindset

JD / Key Responsibilities:

• Customer Issue Resolution: Respond promptly to user queries via email chat or any designated support channel. Investigate and troubleshoot platform issues and provide appropriate solutions or workarounds.
• Technical Troubleshooting: Understand how the platform functions and assist users in resolving basic technical issues.
• Ticket Management: Log and track customer issues via support tools. Ensure timely follow-ups and accurate updates. Escalate complex issues to relevant teams with proper context.
• Documentation and Reporting: Maintain internal knowledge base and contribute to documentation to reduce recurring queries. Share insights and trends with the team.
• Cross-functional Collaboration: Work closely with Content Engineering Product and QA teams to resolve critical issues and improve support readiness.
• Shift & Schedule Management: Be available for rotational shifts as required. Follow a 6-day workweek with 1 rotational weekly off.

Additional Contractual Terms:

• Shifts: Rotational (including weekends/public holidays)
• Work Week: 6 days a week
• Weekly Off: 1 rotational off

  Designation: Technical Support Associate (Contractual)

  Department: Technical Support

  Type: Contractual (1 Year)

  Work Mode: Remote

  Experience: 06 Months

  Education: Any Graduate (preferably in Computer Science IT or Engineering)

  
  Key Skills (Must Have):

• Basic understanding of web applications SaaS platforms and assessment tools
• Good troubleshooting and problem-solving skills
• Clear and effective written and verbal communication
• Familiarity with CRMs/ticketing systems (preferred but not mandatory)

• 
  Other Skills:

• Time management
• Attention to detail
• Adaptability and learning agility
• Ability to work in shifts and under pressure
• Customer-first mindset

• 
  JD / Key Responsibilities:

• Customer Issue Resolution: Respond promptly to user queries via email chat or any designated support channel. Investigate and troubleshoot platform issues and provide appropriate solutions or workarounds.
• Technical Troubleshooting: Understand how the platform functions and assist users in resolving basic technical issues.
• Ticket Management: Log and track customer issues via support tools. Ensure timely follow-ups and accurate updates. Escalate complex issues to relevant teams with proper context.
• Documentation and Reporting: Maintain internal knowledge base and contribute to documentation to reduce recurring queries. Share insights and trends with the team.
• Cross-functional Collaboration: Work closely with Content Engineering Product and QA teams to resolve critical issues and improve support readiness.
• Shift & Schedule Management: Be available for rotational shifts as required. Follow a 6-day workweek with 1 rotational weekly off.
• Additional Contractual Terms:
• Shifts: Rotational (including weekends/public holidays)
• Work Week: 6 days a week
• Weekly Off: 1 rotational off