Technical Support Associate / Customer Support Specialist – SaaS
Location - India
Employment Type - Full time
Working Hours - 11:30 PM – 8:30 AM IST / 2:00 PM – 11:00 PM / 7:30 PM – 4:30 AM IST

Roster-based shifts aligned to UK and US business hours. Shift assignments may rotate between day and night shifts on a weekly basis, depending on business requirements. Candidates must be comfortable working rotating shifts and supporting either UK or US hours as scheduled.

Experience Required: -
1–3 years in customer support, technical support, SaaS support, or application support.

About the Role
We are looking for a Technical Support Associate to provide first-line support for a SaaS platform used by government and public-sector organizations.

This role is primarily focused on customer support, product guidance, configuration assistance, troubleshooting, and issue ownership. The ideal candidate should be comfortable working with web-based applications, communicating with customers in English, investigating issues independently,



and escalating technical problems when deeper investigation is required.

This is not a script-based customer service role. We are looking for someone who is technically curious, resourceful, detail-oriented, and comfortable learning a complex technology product.

Key Responsibilities: -
- Provide first-line support through live chat, email, and internal support forms.
- Help customers understand and use product features, workflows, configurations, and modules.
- Troubleshoot common product and application issues.
- Assist customers with configuration and setup-related questions.
- Reproduce straightforward issues before escalating them.
- Document tickets clearly with relevant details, screenshots, steps to reproduce, and supporting information.
- Create Loom videos to explain product workflows or solutions when appropriate.
- Join customer calls when required to understand or resolve issues.
- Identify issues requiring deeper technical investi

📌 Technical Support Associate (India)
🏢 Nine hertz India
📍 India