Technical Support Associate

You will be the first person a client reaches when something is not working. You will reproduce the problem, fix what you can, and hand over a clear, complete ticket when you cannot. Done well, this is the role that keeps clients with us.

What you will do

• ✓Take support requests by email, phone and WhatsApp, and reply within the agreed SLA.
• ✓Reproduce reported issues and work out whether it is a bug, a configuration problem or a training gap.
• ✓Resolve routine issues yourself — user access, data corrections, configuration changes.
• ✓Escalate with a proper write-up: steps to reproduce, what you already checked, and how urgent it is.
• ✓Spot the same question coming up repeatedly and write the help article that stops it.

What we are looking for

• ✓One to two years in technical support, service desk or a similar customer-facing role.
• ✓Clear, patient written and spoken communication in English, and Kannada or Hindi.
• ✓Comfortable with spreadsheets, ticketing tools and reading a basic error message.
• ✓Willing to work a rotational shift when the roster needs it.
• ✓Nice to have: basic SQL, or having supported a SaaS product before.