Shift: 5:30 PM – 5:30 AM IST (8:00 AM – 8:00 PM EST)
Are you passionate about solving technical problems and delivering exceptional customer support? We're looking for a Technical Support Representative to join our client's Implementations & Professional Services team.
Key Responsibilities:
Manage and resolve technical support tickets through Zendesk.
Troubleshoot SaaS applications, APIs, payment workflows, and product-related issues.
Perform root cause analysis and identify configuration, integration, or product issues.
Communicate with customers through email and virtual meetings to provide updates and resolutions.
Collaborate with Product, Engineering, Customer Success, and Qualified Services teams.
Escalate product defects with transparent documentation and business impact.
Create and maintain knowledge base articles and troubleshooting documentation.
Ensure SLA adherence while managing multiple customer issues simultaneously.
Identify recurring issues and recommend process improvements and automation prospects.
Required Skills & Qualifications:
2–4 years of experience in Technical Support, SaaS Support, Product Support, Application Support, or Implementation Support.
Strong understanding of SaaS products, APIs, technical troubleshooting, and customer support operations.
Hands-on experience with Zendesk or similar ticketing platforms.
Familiarity with Jira, Confluence, Slack, Microsoft Teams, SharePoint, and Excel.
Excellent verbal and written English communication skills.
Strong analytical, documentation, and problem-solving abilities.
Ability to manage multiple support cases while maintaining SLA commitments.
Customer-focused mindset with excellent stakeholder management skills.
Interested candidates, please share your updated resume via DM or email.
📌 Technical Support Specialist Bengaluru
🏢 Talento HR
📍 Bengaluru
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