Technical Support Engineer

3 weeks ago

Cochin, Kerala, India Eloit Full time
Company Description

Eloit Innovations is empowering the global education ecosystem with trailblazing technologies to achieve benchmarks in academic quality, accreditations, rankings, and ratings. A notable player in the school ERP industry, Eloit is ISO 9001 & ISO 27001 certified and has a clientele of 700 plus including governments, educational councils, universities & schools across the globe.

Position: Customer Support Specialist / Technical Support Executive

Job Types: Full-time, Permanent

Experience: 1 to 4 years

Location: Kakkanad-Kochi

Preference: Immediate joiners preferred

Role Description

This is a full-time on-site role for a technical support engineer located in Kochi. The technical support engineer's day-to-day responsibilities include providing technical support, troubleshooting issues, and utilising analytical skills to resolve customer enquiries. Additionally, this role involves delivering exceptional customer support and service to ensure customer satisfaction and efficiency.

Responsibilities

- Provide technical support and functional assistance to Edisapp users via phone, email, and ticketing systems.
- Log, track, and resolve software issues and configuration requests.
- Assist in product deployment, setup, and basic training for new users.
- Coordinate with the QA and engineering teams to escalate and follow up on issues.
- Maintain documentation of issues, resolutions, and knowledge base articles.
- Ensure high levels of customer satisfaction through prompt and professional support.
- Report bugs, suggest product improvements, and contribute to user feedback cycles.
- Monitor support SLAs and ensure all support KPIs are met.

Qualification

- 1–4 years of experience in customer support/technical support/helpdesk roles.
- Strong communication skills in English is a must and Hindi is a plus.
- Good understanding of web-based software systems and general IT concepts.
- Basic knowledge of SQL queries and comfort working with cloud-based platforms.
- Familiarity with support tools like Freshdesk, Zoho Desk, or similar is an advantage.
- Ability to work in a team, take initiative, and resolve issues under pressure.
- Experience supporting SaaS products is desirable.

Salary: ₹2,40,000.00 - ₹3,60,000.00 per year

Benefits:

- Health insurance
- Life insurance
- Provident Fund

Schedule:

- Day shift
- Weekend availability

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