Role & Responsibilities:

This role requires working a night shift, 5:30 PM 3:30 AM IST, Remotely with flexibility on weekly off days as per business requirements (supporting European business hours).

- Handle technical service and support tickets efficiently, acting as the first point of contact primarily via chat and email
- Empower customers to become proficient users through education and support
- Document all customer interactions accurately in the ticketing system
- Proactively follow up to ensure issues are resolved to the customer's satisfaction
- Develop comprehensive knowledge of client products, ticketing/chat systems, and other tools required for effective troubleshooting
- Conduct thorough investigations to fully understand user issues, using effective probing techniques
- Provide accurate information and solutions for client software products or services
- Offer alternative solutions when necessary, guiding users through the resolution process
- Escalate issues to senior support engineers as needed, with explicit documentation of the problem and steps already taken
- Follow up post-resolution and update customer status before closing a case




- Coordinate with team leaders and managers for guidance on escalated cases
- Follow team-internal and external processes and procedures
- Record detailed events and problem resolutions in system logs
- Forward customer feedback and suggestions to the appropriate internal team
- Suggest improvements to processes and knowledge resources
- Participate actively in team meetings, up-skilling, and training sessions

Preferred Candidate Profile:

- Experience with any support ticketing system
- Tech-savvy, with working knowledge of computer operating systems, software, hardware, and networking
- Preferred: experience with any scripting language or basic understanding of API
- Excellent written and verbal communication skills in English
- Comfort using AI-driven writing/translation tools (e.g., DeepL) is a plus
- Degree in a relevant field preferred, not mandatory
- Proficient with Microsoft Office, Google Sheets, and other business software
- Demonstrated proactive, learning-oriented approach with a focus on continuous process improvement
- Must be comfortable working night shift hours (5:30 PM 3:30 AM IST) and flexible with weekly off days

📌 Technical Support Specialist (Bengaluru)
🏢 Bhavnaditya Accounting and Order Services
📍 Bengaluru