Technical Support Specialist

4 days ago

Vadodara, Gujarat, India phonon, automating outcomes Full time

Technical Support Specialist

Location:
Vadodara (Head Office)

Experience:
Minimum 5 years

Role Overview

We are seeking a
Technical Support Specialist
who 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 Responsibilities

1. 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 using
    Zoho Desk / CRM
    .

2. Product & Sales Enablement

  • Assist the Sales and Pre-Sales teams with
    solution design, prototypes, and customer flow development
    .
  • Conduct
    product demonstrations and technical walkthroughs
    for 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 using
    shell scripts
    , database queries, and productivity tools.

Required Skills

  • Strong communication and problem-solving abilities with a customer-first mindset.
  • Proficiency in
    Shell Scripting
    and
    SQL / MongoDB
    for troubleshooting and analysis.
  • Familiarity with
    Zoho Desk / Zoho CRM
    or 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.
  • Minimum
    5 years of experience
    in 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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