Role summary

You will be the first line of support for Provakils enterprise clients - handling technical queries, troubleshooting platform issues, and ensuring clients get fast, accurate resolutions across chat, email, and phone. When a client runs into a problem, you’re the person they reach. This is a technical support role, not a general helpdesk.

You’ll need to understand how the product works, diagnose issues at L1 and L2 level, coordinate with engineering and product teams for deeper fixes, and keep clients informed throughout. You’ll also be expected to lead client training sessions, manage escalations, and contribute to improving the support process over time. This role operates on a 6-day rotational shift schedule, including evenings and weekends.

What you’ll do

Ticket resolution & troubleshooting

Respond to customer queries and technical issues via chat, email, and phone within defined SLAs - timely, professional, and solution-oriented

Troubleshoot platform issues at L1 and L2 level: diagnose the problem, identify whether it’s a configuration issue, a bug, or a user error, and resolve or escalate accordingly

Proactively monitor open tickets and follow up on unresolved issues - no ticket should go stale without an update to the client

Log every interaction accurately in the ticketing system: issue details, steps taken, resolution provided, and current status Cross-team coordination

Coordinate with Engineering and Product teams to get technical issues resolved when they go beyond L2 - provide clear reproduction steps, screenshots, and impact assessment

Analyse recurring client challenges and pass structured feedback to the product and engineering teams so root causes get fixed, not just symptoms

Work with the implementation and engagement teams when client issues are related to onboarding, configuration, or adoption gaps Client engagement & training

Conduct product training sessions for clients - walk them through features, workflows, and best practices so they can use the platform effectively

Engage with clients on a regular basis (daily or weekly depending on the account) to check on product usage, answer questions, and surface potential issues before they escalate

Provide clear, jargon-free information about product features, updates,



and workarounds - clients should feel informed, not confused Reporting & process improvement

Prepare and present weekly ticket summaries to management: volume, resolution times, open issues, recurring patterns, and escalation metrics

Stay current on product feature updates, releases, and known issues so your responses are always accurate and up to date

Identify gaps in the support process (repeated questions, missing documentation, unclear escalation paths) and suggest improvements

Handle customer escalations following the defined escalation matrix - own the escalation, keep the client updated, and drive it to closure

What success looks like in your first 60 days

First 30 days

Complete onboarding and develop a solid understanding of Provakil’s product - its modules, features, common client workflows, and known issues

Shadow the existing support team on live tickets across chat, email, and phone to understand the tone, process, and resolution approach

Get hands-on with the ticketing system, CRM, and internal knowledge base - understand how issues are logged, tracked, and escalated

Start handling L1 tickets independently with guidance from the support lead

Understand the escalation matrix: what gets escalated, to whom, and how

Days 31–60

Handle L1 and basic L2 tickets independently across chat, email, and phone

Conduct your first client training or product walkthrough session

Start contributing to weekly ticket reports and flag recurring issues you’ve noticed

Build working relationships with the engineering and product contacts you’ll coordinate with for escalations

Must-have skills

1 -3 years of experience in technical customer support, IT helpdesk, or a similar client-facing support role - chat, email, and phone

Ability to troubleshoot technical issues methodically: diagnose, isolate, and resolve or escalate with clear documentation

Basic understanding of APIs,



cloud-based tools, and SaaS product architecture - enough to understand what a client is describing and where the issue might lie

Hands-on experience with a CRM or ticketing system (Freshdesk, Zendesk, Jira Service Desk, or similar)

Strong written and verbal communication - you can explain technical concepts to non-technical enterprise clients clearly and patiently

Proficiency in MS Office (Excel, Word, Outlook) for reporting and documentation

Comfort with rotational shifts (including evenings and weekends) and a 6-day work week - this is a non-negotiable requirement of the role

Problem-solving mindset and ability to multitask across multiple open tickets without dropping quality Good-to-have skills

Experience supporting enterprise or B2B SaaS products (not just consumer apps)

Familiarity with API debugging tools (Postman, browser dev tools) and basic SQL for data lookups

Experience handling customer escalations and working within a defined escalation matrix

Experience leading client-facing training sessions or product demos

Bachelor’s degree in Computer Science, IT, or a related field What you’ll learn in this role

Deep product knowledge of an enterprise SaaS platform - you’ll understand how large companies use technology to run their operations, which builds a solid foundation for a career in technical support, customer success, or product management

How to manage enterprise client relationships under pressure - handling escalations, setting expectations, and maintaining trust when things go wrong

Technical troubleshooting skills that go beyond L1 - API integrations, cloud platform issues, and cross-team debugging that build your technical depth over time

About Provakil

Provakil is one of India’s leading legaltech platforms, helping enterprises manage litigation, contracts, compliance, and intellectual property through a single integrated product. Founded in 2017, we serve 200+ enterprise clients including Fortune 500 companies. We’re a product-first company with deep domain expertise in Indian legal operations. The team is a mix of engineers, lawyers, product thinkers, and business operators - and the support team is growing to match the expanding client base.

📌 Walk-in || Technical Customer Support Executive (Pune)
🏢 PVKL Tech Services
📍 Pune