Technical Support Associate
Bangalore, Karnataka, India
Contracted
Entry Level
Designation: Technical Support Associate (Contractual)
Department: Technical Support
Type: Contractual (1 Year)
Work Mode: Remote
Experience: 0–6 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: 0–6 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
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