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 adaptable with weekly off days

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