Technical Support
1 day ago
We are seeking a
Technical Support & Trainer
who can provide professional client support, resolve technical queries, create structured documentation, and deliver effective virtual trainings for our clients. The ideal candidate will have strong technical knowledge, hands-on with SaaS/CRM platforms, and the ability to simplify complex concepts into clear, user-friendly guidance.
Key Responsibilities
- Client Support
- Manage and resolve client support tickets through our helpdesk system.
- Diagnose technical issues, troubleshoot errors, and provide timely solutions.
- Collaborate with development and project teams to escalate and resolve complex issues.
- Training & Documentation
- Prepare detailed training materials, guides, and FAQs for clients.
- Conduct
virtual training sessions, webinars, and demos
for client teams on product usage. - Update and maintain internal knowledge base and client-facing documentation.
- Client Success Enablement
- Act as a point of contact for product-related queries and onboarding.
- Provide best practices and product adoption guidance to ensure smooth client operations.
- Collect feedback from clients to improve training materials and support processes.
Required Technical Skills (Tech Stack)
- CRM & ERP Platforms:
Bitrix24, Zoho CRM, Salesforce (added advantage) - Web Technologies:
Basic understanding of HTML, CSS, JavaScript - Databases & Integrations:
Basic SQL, API concepts (REST APIs, JSON, Postman) - Cloud & Collaboration Tools:
AWS basics, Microsoft 365, Google Workspace - Helpdesk / Ticketing Tools:
Jira, Freshdesk, or similar platforms - Documentation & Training Tools:
Confluence, Notion, MS PowerPoint, Google Docs/Slides, Loom (for recordings) - OS & General IT Skills:
Windows, macOS, basic networking knowledge
Requirements
- 2–4 years of experience in
technical support, product training, or client success roles
. - Strong problem-solving and troubleshooting skills.
- Excellent communication and presentation skills (English, Hindi preferred).
- Ability to explain technical concepts to non-technical users.
- Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience).
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