Technical Support Executive

Job Overview

We are hiring an experienced Technical Support Executive to provide reliable, high-quality technical assistance to our customers. This is a 100% remote (work-from-home) role requiring candidates with at least 1 year of hands-on technical support experience.

The role involves troubleshooting technical issues, guiding users through product usage, and ensuring quick, accurate resolutions. Shift timings may change based on business requirements, We are Currently Looking ONLY for Night Shifts (US Timing)

Working Time is 6 PM to 4:30 AM Indian Time. (This will differ Slightly, sometimes day or sometimes, 10 PM to 7 AM)

We dont Have DAY Shift! (Very Rare, Only Night or Evening Shifts)

Eligibility Criteria (Mandatory)

• Minimum 1 year of experience in Technical Support / IT Support / SaaS Support
• Prior experience handling technical customer queries via chat, email, or ticket systems
• Comfortable working in rotational and flexible shifts
• Stable internet connection and dedicated work-from-home setup

Key Responsibilities

• Provide technical support to customers via email, chat, and ticketing systems
• Troubleshoot product, account, login, billing, and basic server or application issues
• Assist customers with setup, configuration, and feature usage
• Diagnose issues, identify root causes, and provide clear step-by-step solutions
• Escalate complex technical issues to the engineering or senior support team with proper documentation
• Maintain accurate logs of customer interactions, issues, and resolutions
• Follow defined SLA timelines, support processes, and quality standards
• Work collaboratively with internal teams to improve product stability and user experience
• Stay updated with product updates, features, and known issues.

Required Skills & Technical Knowledge

• Strong written and verbal English communication skills

• Good understanding of web-based applications, SaaS platforms, and APIs (basic level)

• Familiarity with ticketing systems (Zendesk, Freshdesk, Intercom, or similar)

• Basic knowledge of:

• Browsers, hosting environments, and DNS concepts

• User authentication, permissions, and subscription systems

• Troubleshooting common web or app-related issues

• Testing Products

• Ability to explain technical concepts clearly to non-technical users

Preferred (Good to Have)

• Experience supporting international customers
• Knowledge of Linux basics, logs, or error diagnostics
• Familiarity with payment gateways or subscription-based platforms
• Prior experience in AI tools, SaaS products, or cloud-based platforms

Work Type & Shift Details

• 100% Remote / Work From Home
• Rotational shifts (timings may change based on business needs)
• Weekend or holiday shifts may be required based on workload

What We Offer

• Competitive salary based on experience
• Stable long-term remote opportunity
• Growth into senior technical support or product roles
• Skill development and internal training
• Supportive, fast-paced, and performance-driven work culture

Who Should Apply

• Candidates with minimum 1 year technical support experience only
• Professionals comfortable with remote work and flexible shifts
• Individuals who enjoy troubleshooting, problem-solving, and helping users