Job Summary

We are looking for a Technical Support Executive who can bridge the gap between clients and the internal product team. This role requires a working understanding of technology, strong verbal and written communication skills. The primary expectation is to attempt live, on-call resolution of client issues first, and only after genuine troubleshooting attempts fail, to log a ticket and route it to the correct internal stakeholder for further action.

Key Responsibilities

1. First-Line Technical Support
- Answer client calls/chats/emails and understand the issue by asking the right diagnostic questions.
- Attempt to reproduce and resolve the issue live on the call using basic technical troubleshooting (login issues, configuration checks, basic error interpretation, browser/app-level issues, connectivity checks, etc.).
- Use product knowledge to guide the client through step-by-step fixes before escalating.
- Raise a ticket after real-time resolution has been attempted and has not worked, or the issue is clearly beyond L1 scope also tickets for themselves (e.g., backend bug,



data issue, integration failure).

2. Client Communication
- Communicate clearly, patiently, and professionally with clients, avoiding unnecessary jargon.
- Set correct expectations on timelines, next steps, and ticket status.
- Keep clients updated proactively rather than waiting for them to follow up.
- De-escalate frustrated or unhappy clients with empathy and professionalism.

3. Product Knowledge
- Maintain end-to-end working knowledge of the product: basic features, common workflows, known limitations, and typical failure points.
- Stay updated on new releases, changes, and known issues shared by product/engineering teams.
- Use internal documentation and knowledge base articles effectively and contribute to them when gaps are found.

4. Ticketing & Escalation
- Log every unresolved issue as a ticket in the ticketing system (e.g., OpenProject/Jira/) with explicit steps to reproduce,

📌 Technical Support Executive (Bangalore Rural)
🏢 Meta16labs Healthcare and Analytics
📍 Bangalore Rural