Technical Customer Support Executive

Role summary

You will be the first line of support for Provakil’s enterprise clients - handling technical queries, troubleshooting platform issues, and ensuring clients get fast, accurate resolutions across chat, email, and phone. When a client runs into a problem, you’re the person they reach. This is a technical support role, not a general helpdesk. You’ll need to understand how the product works, diagnose issues at L1 and L2 level, coordinate with engineering and product teams for deeper fixes, and keep clients informed throughout. You’ll also be expected to lead client training sessions, manage escalations, and contribute to improving the support process over time. This role operates on a 6-day rotational shift schedule, including evenings and weekends.

What you’ll do

Ticket resolution & troubleshooting

Respond to customer queries and technical issues via chat, email, and phone within defined SLAs - timely, professional, and solution-oriented

  Troubleshoot platform issues at L1 and L2 level: diagnose the problem, identify whether it’s a configuration issue, a bug, or a user error, and resolve or escalate accordingly

  Proactively monitor open tickets and follow up on unresolved issues - no ticket should go stale without an update to the client

  Log every interaction accurately in the ticketing system: issue details, steps taken, resolution provided, and current status

Cross-team coordination

Coordinate with Engineering and Product teams to get technical issues resolved when they go beyond L2 - provide clear reproduction steps, screenshots, and impact assessment

  Analyse recurring client challenges and pass structured feedback to the product and engineering teams so root causes get fixed, not just symptoms

  Work with the implementation and engagement teams when client issues are related to onboarding, configuration, or adoption gaps

Client engagement & training

Conduct product training sessions for clients - walk them through features, workflows, and best practices so they can use the platform effectively

  Engage with clients on a regular basis (daily or weekly depending on the account) to check on product usage, answer questions, and surface potential issues before they escalate

  Provide clear, jargon-free information about product features, updates, and workarounds - clients should feel informed, not confused

Reporting & process improvement

Prepare and present weekly ticket summaries to management: volume, resolution times, open issues, recurring patterns, and escalation metrics

  Stay current on product feature updates, releases, and known issues so your responses are always accurate and up to date

  Identify gaps in the support process (repeated questions, missing documentation, unclear escalation paths) and suggest improvements

  Handle customer escalations following the defined escalation matrix - own the escalation, keep the client updated, and drive it to closure

Must-have skills

1 -3 years of experience in technical customer support, IT helpdesk, or a similar client-facing support role - chat, email, and phone

  Ability to troubleshoot technical issues methodically: diagnose, isolate, and resolve or escalate with clear documentation

  Basic understanding of APIs, cloud-based tools, and SaaS product architecture - enough to understand what a client is describing and where the issue might lie

  Hands-on experience with a CRM or ticketing system (Freshdesk, Zendesk, Jira Service Desk, or similar)

  Strong written and verbal communication - you can explain technical concepts to non-technical enterprise clients clearly and patiently

  Proficiency in MS Office (Excel, Word, Outlook) for reporting and documentation

  Comfort with rotational shifts (including evenings and weekends) and a 6-day work week - this is a non-negotiable requirement of the role

  Problem-solving mindset and ability to multitask across multiple open tickets without dropping quality

Good-to-have skills

Experience supporting enterprise or B2B SaaS products (not just consumer apps)

  Familiarity with API debugging tools (Postman, browser dev tools) and basic SQL for data lookups

  Experience handling customer escalations and working within a defined escalation matrix

  Experience leading client-facing training sessions or product demos

  Bachelor’s degree in Computer Science, IT, or a related field