Job Title: Technical Support Executive / Customer Support Executive
Job Location: Kochi
Department: Technical Support / Operations
Working Model: Shift-based – 24/7 Operations

Job Summary

We are looking for a dedicated and customer-focused Technical Support Executive to provide 24/7 support to clients. The candidate will be responsible for attending client calls, understanding and resolving first-level technical queries, logging and tracking issues, and coordinating with the Core Technical Team for timely resolution of complex issues.

Candidates with experience in Banking, Fintech, Digital Payments, or Financial Services will be preferred.

Key Responsibilities

- Attend and respond to client calls and support requests on a 24/7 shift basis.
- Provide prompt and qualified assistance to clients.
- Understand, analyse, and resolve first-level technical issues.
- Troubleshoot basic issues related to applications, transactions, login/access, system usage, and other operational concerns.
- Record all support requests, complaints, issues, and resolutions in the designated ticketing system or support tracker.
- Escalate unresolved or complex technical issues to the Core Technical/Development Team.
- Coordinate with the Core Technical Team and follow up until issues are resolved.
- Provide regular updates to clients regarding the status of their reported issues.
- Monitor critical issues and ensure timely escalation based on priority and severity.
- Coordinate with internal teams to ensure smooth resolution of client queries.
- Maintain proper handover of pending issues between shifts.




- Prepare daily/shift-wise reports on calls received, issues resolved, pending tickets, and escalations.
- Maintain confidentiality of client, banking, transaction, and company information.
- Follow the company's support process, escalation matrix, and service-level requirements.

Required Skills and Qualifications

- Bachelor's degree or equivalent qualification.
- Experience in Customer Support, Technical Support, Banking, Fintech, Digital Payments, or Financial Services is preferred.
- Good communication skills in English and Malayalam. Knowledge of Hindi will be an added advantage.
- Ability to handle clients professionally and remain calm under pressure.
- Basic understanding of software applications and technical troubleshooting.
- Ability to understand technical issues and coordinate effectively with technical teams.
- Good documentation and follow-up skills.
- Basic knowledge of MS Excel, email, and support/ticketing tools.
- Willingness to work in rotational day and night shifts.
- Ability to work on weekends and holidays based on the shift schedule.

Preferred Experience

Candidates with experience in the following areas will be given preference:

- Banking Operations
- Core Banking / Digital Banking
- UPI and Digital Payments
- Payment Gateways
- Fintech Products
- Transaction Support
- Merchant Support
- Customer/Technical Support
- Incident Management

Interested candidates can apply through Indeed or share their updated resume to [email protected]

Pay: From ₹18,000.00 per month

Work Location: In person

📌 Technical Support Executive (India)
🏢 Ewire Softtech Private
📍 India