CareerXperts Consulting
Website:
careerxperts.com
Job details:
We are looking for a customer-focused and technically strong Technical Support Specialist to join our growing team. This role is ideal for someone who enjoys solving problems, simplifying technical challenges for users, and delivering a high-quality support experience in fast-paced environments.
You will act as a key bridge between customers, product teams, and engineering by troubleshooting issues, resolving technical concerns, and ensuring users get the maximum value from the platform.
Key Responsibilities
- Provide technical support to customers via email, chat, calls, and ticketing systems
- Diagnose, troubleshoot, and resolve software, platform, and user-related issues
- Investigate technical problems by analyzing logs, system behavior, and customer-reported incidents
- Coordinate with engineering and product teams for issue escalation and resolution
- Ensure timely responses and adherence to defined SLAs
- Guide customers through product features, configurations, and troubleshooting steps
- Maintain accurate documentation of issues, resolutions, and support processes
- Identify recurring problems and proactively suggest improvements
- Assist in onboarding and educating users on product functionality and best practices
- Deliver a professional, empathetic, and solution-oriented customer experience
Required Skills & Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 2–5 years of experience in technical support, product support, or customer support roles
- Strong understanding of SaaS platforms, web applications, and software troubleshooting
- Familiarity with ticketing tools such as Zendesk, Freshdesk, Jira, or ServiceNow
- Basic understanding of APIs, databases, networking, and cloud environments
- Ability to read logs and identify root causes of technical issues
- Excellent verbal and written communication skills
- Strong analytical and problem-solving abilities
- Ability to handle multiple support requests in a fast-paced environment
- Comfortable working independently in remote work setups
Good to Have
- Experience supporting B2B SaaS products
- Exposure to SQL queries and API testing tools like Postman
- Understanding of Linux/Unix environments
- Knowledge of CRM or customer success tools
- Experience working with global customers across different time zones
Click on Apply to know more.