The Role
Provide voice-based technical support for SaaS customers, troubleshoot software and configuration issues, assist with installation and usage, document cases, escalate complex problems, and collaborate with internal teams. The role requires SQL and database knowledge, Windows Server and virtual machine familiarity, API basics, strong communication, ticketing or CRM experience, and flexibility for shift-based support.
Summary Generated by Built In
Job Description:
We are seeking a highly motivated and customer-oriented Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing exceptional technical support to customers utilizing our Software as a Service (SaaS) products primarily through voice channels. You will be the first point of contact for customers experiencing technical issues and will provide prompt and effective resolutions to ensure customer satisfaction.
Responsibilities:
- 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.
Requirements:
- Willing to work in US shift
- Education should be in tech background like Computer engineering/ Computer science / MCA/ MSCIT/B.tech/ M.tech etc.
- Basic knowledge of APIs is required
- Knowledge and understanding of Windows Server systems, Virtual Machines, software installation, and implementation.
- Familiarity with database management systems such as SQL, SQLite, MySQL, and SSMS.
- Good knowledge of writing SQL queries to retrieve, filter, and aggregate data from relational databases.
- Proven work experience as a Technical Support Specialist or similar role, preferably with a focus on voice support and SaaS products.
- 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.
- Flexibility to work in shifts, including evenings and weekends, to provide coverage for customer support operations.
- 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.
- Knowledge of product installation and implementation is a plus.
- Knowledge on VOIP, routers, networking, switches will be added advantage.
Why Adit?
► We trust our people and offer completely remote opportunities.
► Flexible work schedules for better work-life balance.
► Group of 650+ Agile, Smart and Dynamic IT Professionals.
► Supportive and collaborative work environment.
► 5 days working company (Monday - Friday). All weekends are Off!
► Great working and learning environment
► Company Sponsored Insurance!
Skills Required
- Willingness to work US shifts
- Technical education such as computer engineering, computer science, MCA, MSCIT, BTech, or MTech
- Basic knowledge of APIs
- Knowledge of Windows Server systems, virtual machines, software installation, and implementation
- Familiarity with SQL, SQLite, MySQL, and SSMS
- Ability to write SQL queries to retrieve, filter, and aggregate relational database data
- Work experience as a Technical Support Specialist or similar role
- Experience with voice support and SaaS products
- Excellent verbal and written communication skills
- Familiarity with SaaS products and underlying technologies
- Proficiency with ticketing systems or CRM tools
- Ability to work independently, prioritize tasks, and meet support SLAs
- Flexibility to work shifts, including evenings and weekends
- Strong customer service, troubleshooting, and diagnostic skills
- Experience working with overseas clients
- Knowledge of product installation and implementation
- Knowledge of VoIP, routers, networking, and switches
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The Company
What We Do
Adit offers the leading Dental Practice Management Software solution capable of handling 99% of practice communication and operations in one platform.
