ABOUT THE ROLE

We are looking for a Technical Support / Customer Support to assist customers with their queries, troubleshoot issues, and ensure a smooth, satisfactory support experience for every customer.

KEY RESPONSIBILITIES
Handle customer queries by call, email, or chat and troubleshoot technical issues remotely, for our US-based clients.
Troubleshoot software, hardware, or application issues and escalate complex cases when needed.
Log and track support tickets through resolution, escalating complex cases when required.
Meet SLAs, maintain customer satisfaction, and update support documentation.
Maintain transparent, professional communication aligned with US business hours and culture.

REQUIRED QUALIFICATIONS:
3+ years of hands-on experience in Technical Support or SaaS Application Support.
Degree,



diploma, or certification in IT, Computer Science, or a related field.
Solid knowledge of applications and remote-support tools, or strong hands-on experience supporting a SaaS-based product.
Good English communication and problem-solving skills.
Must be willing to work a permanent night shift, on-site at our Ahmedabad office (no rotational or day-shift option)

Location: Adani Shantigram, Ahmedabad (In office)

Relevant Experience: 3+ years

Experience Preferred: From IT industry (Technical Support or SaaS Support)

Time: Permanent Night Shift (6:30 PM - 3:30 AM)

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