Technical Support Specialist

3 weeks ago

Sangli, India phonon, automating outcomes Full time

Technical Support SpecialistLocation:Vadodara (Head Office) Experience:Minimum 5 yearsRole Overview We are seeking aTechnical Support Specialistwho combines deep technical understanding with strong customer empathy. This individual will serve as the bridge between customers, product, and sales teams — ensuring smooth onboarding, quick resolution of operational issues, and effective demonstration of our platform capabilities.Key Responsibilities1. Customer Support & Operations Respond promptly to customer tickets and queries with accuracy, empathy, and professionalism. Troubleshoot and resolve technical issues across our product suite (voice, messaging, automation). Coordinate with internal engineering and product teams for escalations and issue tracking. Document and track issues, resolutions, and feedback usingZoho Desk / CRM .2. Product & Sales Enablement Assist the Sales and Pre-Sales teams withsolution design, prototypes, and customer flow development . Conductproduct demonstrations and technical walkthroughsfor clients and partners. Support customer onboarding with configuration, testing, and handover documentation. Create and maintain reusable solution templates for faster deployment.3. Continuous Improvement Gather and relay customer feedback to improve product features and support workflows. Prepare FAQs, knowledge base articles, and user guides. Contribute to internal automation usingshell scripts , database queries, and productivity tools.Required Skills Strong communication and problem-solving abilities with a customer-first mindset. Proficiency inShell ScriptingandSQL / MongoDBfor troubleshooting and analysis. Familiarity withZoho Desk / Zoho CRMor equivalent ticketing and workflow tools. Sound understanding of web technologies (API calls, JSON, HTTP requests preferred). Ability to understand business requirements and translate them into product configurations. Qualifications Bachelor’s degree in Computer Science, Engineering, or a related field. Minimum5 years of experiencein technical support, customer success, or solution engineering roles. Experience in SaaS / Communication / Automation platforms preferred.Personality Traits High IQ and curiosity to learn. Strong sense of ownership and accountability. Empathetic communicator who thrives under customer-facing situations. Excellent time management and multitasking skills.

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