Humming Bird Consulting
Website:
hummingbirdconsulting.work
Job details:
Hummingbird is hiring | Tech Support Executive | Ahmedabad | US Shift (Night Shift)
Key Responsibilities
- Handle inbound customer queries via chat, email, and calls in a timely and professional manner
- manner
- Guide users on how to use product features, workflows, and functionalities
- Troubleshoot technical issues and provide step-by-step solutions
- Escalate complex issues to the engineering team with proper documentation and context
- Maintain detailed records of customer interactions, issues, and resolutions
- Create and update help documentation, FAQs, and support guides
- Identify recurring issues and proactively suggest product or process improvements
- Ensure high customer satisfaction through effective communication and problem-solving
Required Skills & Qualifications
- 3+ years of experience in Customer Support or Technical Support roles
- Strong understanding of SaaS products, web applications, or software tools
- Basic technical knowledge (APIs, databases, troubleshooting logs, etc.) is preferred
- Excellent communication skills (written and verbal)
- Ability to explain technical concepts in a simple, user-friendly manner
- Strong problem-solving and analytical thinking skills
- Familiarity with support tools like Zendesk, Intercom, Freshdesk, or similar platforms
- Ability to handle multiple queries and prioritise effectively
Preferred Qualifications
- Experience working with technical products or developer-facing tools
- Basic understanding of HTML, CSS, or APIs (bonus, not mandatory)
- Experience collaborating with engineering or product teams
What We’re Looking For
- Customer-first mindset with strong empathy
- Ownership-driven attitude and accountability
- Ability to work in a fast-paced, dynamic environment
- Willingness to learn and adapt to new tools and technologies
Success Metrics
- Customer Satisfaction Score (CSAT)
- First Response Time & Resolution Time
- Ticket Resolution Quality
- Reduction in repeated issues/escalations
Send your CV to khyati@hummingbirdcosulting.work
Click on Apply to know more.