Technical Support Representative - (US-shift)

• Provide excellent technical support to customers via phone and other voice channels.
• Troubleshoot and resolve software and technical issues related to our SaaS products.
• Assist customers with product installation, configuration, and usage inquiries.
• Document all customer interactions, including details of the issue and steps taken for resolution, in our ticketing system.
• Escalate complex technical issues to the appropriate teams, such as developers or senior support staff, while ensuring timely and accurate communication with the customer.
• Collaborate with cross-functional teams to address customer concerns and provide feedback on product improvements.
• Stay up-to-date with product knowledge, industry trends, and best practices to enhance technical support delivery.
• Contribute to the development and maintenance of support documentation, knowledge base articles, and FAQs.
• Provide exceptional customer service by ensuring high customer satisfaction and timely issue resolution.

• Proven work experience as a Technical Support Specialist or similar role, preferably with a focus on voice support and SaaS products.
• Strong technical aptitude and ability to troubleshoot and resolve software-related issues.
• Excellent verbal communication skills and the ability to effectively communicate complex technical concepts to customers in a clear and concise manner.
• Familiarity with SaaS products and a good understanding of the underlying technologies and concepts.
• Proficiency in using ticketing systems or customer relationship management (CRM) tools to manage customer interactions and track support cases.
• Ability to work independently, prioritize tasks, and manage time effectively to meet customer support SLAs.
• Patience, empathy, and a customer-centric approach to provide exceptional support experiences.
• Flexibility to work in shifts, including evenings and weekends, to provide coverage for customer support operations.
• Education should be in tech background like Computer Engineer/ Computer science / MCA/ MSCIT/B.tech/ M.tech etc
• Should be customer centric and expert in troubleshooting & diagnostic skills.
• Must have excellent written and verbal communication skills preferably looking for people who worked with overseas clients.
• Willing to work in US shift (8:00pm to 5:00am IST)
• Knowledge of product installation and implementation is a plus.
• Knowledge on VOIP, routers, networking, switches will be added advantage.

Why Adit