Technical Support Executive
2 weeks ago
Job Title : Tech Support Executive
Company : Keuro Digital
Location : Remote
Employment Type : Full-Time
Role Overview :
We are seeking a Tech Support Executive to provide first-level support for technical issues, troubleshoot errors, and ensure smooth resolution of customer queries. This role requires a keen eye for identifying backend and frontend issues, effective ticketing management, and strong communication skills to engage with customers when needed.
Key Responsibilities :
- Issue Diagnosis & Troubleshooting : Analyze error logs, request/response data, and system behavior to determine whether issues originate from the frontend or backend.
- Ticket Management : Raise and track issues efficiently using Jira, ensuring proper documentation and resolution follow-ups.
- Log Analysis : Utilize Kibana (if experienced) or other log management tools to identify root causes of errors and system anomalies.
- Customer Support & Debugging : Engage with customers when necessary to gather additional details and debug issues, ensuring clear and professional communication.
- Collaboration with Development Teams : Work closely with developers and IT teams to escalate and resolve issues in a timely manner.
- Documentation : Maintain records of recurring issues, troubleshooting steps, and resolutions for knowledge base :
- 3-5 years of experience in technical support or a similar role.
- Familiarity with error logs, request/response analysis, and ability to differentiate between frontend and backend issues.
- Experience with Jira or similar ticketing systems.
- Knowledge of Kibana is a plus.
- Strong problem-solving skills and attention to detail.
- Excellent communication skills in English and Hindi (additional languages are an advantage).
- Ability to work independently in a remote environment.
Preferred Qualifications :
- Experience in SaaS-based platforms or software product support.
- Basic understanding of APIs, SQL, or scripting for troubleshooting.
- Prior experience in customer interaction & debugging.
(ref:hirist.tech)-
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