Key Responsibilities

Technical Support and Issue Resolution:

- Handle complex technical issues requiring deep system understanding and problem resolution.
- Provide Level 2 support and escalate unresolved cases to internal or external teams when necessary.
- Collaborate with L2 and L3 (Development) teams to identify recurring issues and drive permanent solutions.
- Assist in journey optimization and support improvement initiatives.

User Onboarding and Adoption:

- Conduct proactive outbound calls to onboard current users and ensure successful product adoption.
- Provide user login support and guidance on system usage.
- Update user manuals and support documentation as needed.

Monitoring, Reporting, and Analysis:

- Publish weekly Management Information System (MIS) reports on user adoption, product usage, and regulatory compliance.
- Perform trend analysis of production support issues to identify common problem categories.




- Coordinate with cross-functional teams to implement process improvements.

Collaboration and Communication:

- Work closely with internal teams (Engineering, Product, Operations) to address user-reported issues.
- Maintain effective communication with stakeholders to ensure issue transparency and timely resolution.
- Ensure feedback loops from users are captured and communicated to improve customer experience.

Continuous Improvement:

- Develop a deep understanding of user flows and product functionality.
- Proactively suggest optimizations in technical operations and support processes.
- Stay informed about new product releases and features to enhance user guidance.

Skills: Trend Analysis, user adoption, Mis Reporting, Technical Support

Experience: 3.00-5.00 Years

📌 Senior Tech Support (Pune)
🏢 Easebuzz
📍 Pune