Technical Support Analyst
Share
Job Location:
Monthly Salary:
Experience Required:
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description: Technical Support Executive (Hyderabad Office US Support)
About the Role
We are seeking a proactive and detail-oriented Technical Support Executive to join our Hyderabad this role you will provide application and technical support to our US-based clients ensuring timely issue resolution seamless customer experience and high service quality. This position requires excellent communication skills strong problem-solving abilities and the flexibility to work in rotating shifts to support US time zones.
Key Responsibilities
Technical & Application Support
- Provide Level 1/Level 2 technical support for software applications and platforms used by US clients.
- Troubleshoot application issues system errors login problems integrations and performance concerns.
- Analyze logs replicate customer issues and document findings for engineering teams when required.
- Diagnose and resolve technical queries via email chat or remote sessions.
Customer Interaction & Service Excellence
- Act as the first point of contact for US customers needing application or technical assistance.
- Maintain a customer-centric approach building strong communication and trust with end users.
- Provide timely updates follow-ups and clear guidance to customers.
Incident & Ticket Management
- Log track and resolve support tickets using ticketing tools or CRM systems.
- Prioritize and escalate issues based on severity and business impact.
- Ensure SLAs response times and resolution timelines are met consistently.
Documentation & Process Adherence
- Create and update knowledge base articles FAQs and troubleshooting guides.
- Follow SOPs compliance standards and organizational workflows.
- Document causes issue trends and provide feedback to product/support leads.
Requirements
Required Qualifications & Skills
- Bachelors degree in Computer Science IT Engineering or related field.
- 2 to 6 years of experience in technical support application support or IT helpdesk roles (freshers with strong technical aptitude may also be considered).
- Strong understanding of web applications databases APIs and basic networking concepts.
- Experience with ticketing systems (Zendesk Freshdesk ServiceNow Jira etc.) preferred.
- Excellent written and verbal communication skills.
- Ability to handle clients in US time zones with empathy professionalism and patience.
- Willingness to work in 24/7 rotating shifts (including night shifts).
Preferred Skills
- Exposure to Healthcare IT process is a plus.
- Familiarity with SQL queries and log analysis.
- Knowledge of healthcare fintech or SaaS-based platforms (based on business domain).
- Experience in remote support tools (AnyDesk TeamViewer etc.).
Work Location
Hyderabad (On-site)
Support for US Clients
Rotating Shifts (including night shifts)
Role: Technical Support - Voice / Blended
Industry Type: IT Services & Consulting
Department: Customer Success Service & Operations
Employment Type: Full Time Permanent
Role Category: Voice / Blended
Education
UG: Graduation Not Required
Key Skills
Skills highlighted with are preferred key skills
Technical Voice ProcessTechnical SupportInternational Technical Support
Required Skills:
We are seeking a proactive and detail-oriented Technical Support Executive to join our Hyderabad this role you will provide application and technical support to our US-based clients ensuring timely issue resolution seamless customer experience and high service quality. This position requires excellent communication skills strong problem-solving abilities and the flexibility to work in rotating shifts to support US time zones.
Required Education:
Any bachelors degree or
Company Industry
IT Services and IT Consulting
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
