Technical Support Specialist

Technical Support SpecialistLocation: Vadodara (Head Office)Experience: Minimum 5 yearsRole OverviewWe are seeking a Technical Support Specialist who combines deep technical understanding with strong customer empathy. This individual will serve as the bridge between customers, product, and sales teams — ensuring smooth onboarding, quick resolution of operational issues, and effective demonstration of our platform capabilities.Key Responsibilities1. Customer Support & Operations- Respond promptly to customer tickets and queries with accuracy, empathy, and professionalism. - Troubleshoot and resolve technical issues across our product suite (voice, messaging, automation). - Coordinate with internal engineering and product teams for escalations and issue tracking. - Document and track issues, resolutions, and feedback using Zoho Desk / CRM.2. Product & Sales Enablement- Assist the Sales and Pre-Sales teams with solution design, prototypes, and customer flow development. - Conduct product demonstrations and technical walkthroughs for clients and partners. - Support customer onboarding with configuration, testing, and handover documentation. - Create and maintain reusable solution templates for faster deployment.3. Continuous Improvement- Gather and relay customer feedback to improve product features and support workflows. - Prepare FAQs, knowledge base articles, and user guides. - Contribute to internal automation using shell scripts, database queries, and productivity tools.Required Skills- Strong communication and problem-solving abilities with a customer-first mindset. - Proficiency in Shell Scripting and SQL / MongoDB for troubleshooting and analysis. - Familiarity with Zoho Desk / Zoho CRM or equivalent ticketing and workflow tools. - Sound understanding of web technologies (API calls, JSON, HTTP requests preferred). - Ability to understand business requirements and translate them into product configurations.Qualifications- Bachelor’s degree in Computer Science, Engineering, or a related field. - Minimum 5 years of experience in technical support, customer success, or solution engineering roles. - Experience in SaaS / Communication / Automation platforms preferred.Personality Traits- High IQ and curiosity to learn. - Strong sense of ownership and accountability. - Empathetic communicator who thrives under customer-facing situations. - Excellent time management and multitasking skills.

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