As a Technical Customer Support Specialist at VouchrIt, you will be the primary point of contact for resolving technical queries from our accounting skilled customers. You'll troubleshoot and resolve issues related to software integration, data synchronization, and other technical challenges to ensure our customers can maximize the value of our platform.
Key Responsibilities
Diagnose and resolve technical issues such as integration problems with accounting software (e.g., Tally), synchronization failures, and data push/pull errors
Provide timely and effective technical support through multiple channels (chat, phone, anydesk)
Document customer issues, troubleshooting steps, and resolutions in our support ticket system
Identify recurring technical problems and collaborate with the development team to implement permanent fixes
Create and maintain technical documentation, FAQs, and knowledge base articles
Stay updated on product updates and feature releases to provide accurate guidance
Escalate complex technical issues to appropriate internal teams when necessary
Help with product and feature testing from time to time as required by the engineering team
Requirements
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent practical experience)
2+ years of experience in a technical support role, preferably in SaaS or accounting software
Robust understanding of API integrations, data synchronization processes, and cloud-based software
Robust hold on Microsoft Excel including knowledge of shortcuts for different operations in excels
Familiarity with accounting software (Tally knowledge is a significant plus)
Excellent troubleshooting and problem-solving abilities
Strong communication skills with the ability to explain technical concepts to non-technical users
Experience with customer support tools and ticket management systems
Basic understanding of SQL and database concepts