Technical Support Executive

About Volody:

Volody is looking for a Technical Support & Implementation professional to help customers successfully implement, configure, and use Volody's solutions. This role sits at the intersection of technology, customer support, implementation, and problem-solving. The ideal candidate should be technically comfortable, customer-focused, and able to understand business requirements and translate them into practical product configurations and solutions.

Key Responsibilities:

Implementation & Onboarding

 Work with customers to understand their business requirements, workflows, and implementation needs.

 Support the end-to-end implementation of Volody's products for new customers.

 Configure the platform based on customer requirements and agreed implementation plans.

 Coordinate with customers and internal Product, Engineering, and Project Management teams during implementation.

 Assist with data collection, validation, migration, configuration, and testing activities.

 Conduct user acceptance testing (UAT) and help customers validate implemented workflows.

 Identify implementation issues and coordinate with relevant internal teams for resolution.

 Support customer onboarding and ensure a smooth transition from implementation to regular usage.

 Prepare implementation documentation, configuration records, and customer-specific process documentation.

 Conduct product walkthroughs and basic user training for customers.

Technical Support

 Provide first-level and second-level technical support to customers.

 Troubleshoot product, configuration, access, integration, and workflow-related issues.

 Understand customer-reported problems and reproduce issues where required.

 Investigate issues systematically and identify potential root causes.

 Resolve customer issues within defined timelines and service-level expectations.

 Escalate complex technical issues to the Engineering or Product teams with clear documentation.

 Track support tickets and ensure timely follow-up and closure.

 Communicate technical issues and resolutions clearly to both technical and nontechnical users.

 Maintain a knowledge base of common issues, troubleshooting steps, and solutions.

Customer & Cross-Functional Collaboration

 Act as a key point of contact for customers during implementation and support.

 Build strong working relationships with customer stakeholders.

 Understand customer feedback and identify recurring issues or product improvement opportunities.

 Work closely with Product and Engineering teams to communicate customer requirements and technical issues.

 Coordinate with Project Managers to track implementation milestones, dependencies, and risks.

 Participate in customer calls, requirement discussions, product demos, and review meetings where required.

 Ensure customer issues and requirements are documented accurately and followed through to completion.

Required Qualifications

 Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

 1–4 years of experience in technical support, product implementation, application support, SaaS support, or a similar role.

 Strong troubleshooting and problem-solving skills.

 Good understanding of web-based applications and software products.

 Basic understanding of databases and SQL is preferred.

 Familiarity with APIs, integrations, or web technologies is an advantage.

 Good understanding of software implementation and testing processes.

 Strong written and verbal communication skills.

 Ability to explain technical concepts to non-technical users.

 Strong customer orientation and ownership mindset.

Preferred Skills

 Experience working with B2B SaaS products or enterprise software.

 Exposure to tools such as Jira, Freshdesk, Zendesk, Zoho, ServiceNow, or similar ticketing/project management platforms.

 Basic knowledge of REST APIs and JSON.

 Ability to use browser developer tools for basic troubleshooting.

 Familiarity with SQL queries and database troubleshooting.

 Understanding of UAT, QA, defect tracking, and release processes.

 Experience with software configuration and customer onboarding.

 Exposure to Agile/Scrum environments.

What We're Looking For

The ideal candidate should be:

 Customer-focused: Takes ownership of customer issues and works toward effective resolution.

 Technically curious: Enjoys understanding how software works and troubleshooting problems.

 Problem-solving oriented: Approaches issues logically and looks for root causes.

 A strong communicator: Can communicate effectively with both customers and internal technical teams.

 Detail-oriented: Maintains accurate documentation and follows issues through to closure.

 Collaborative: Works effectively with Product, Engineering, Project Management, and other teams.

 Adaptable: Comfortable learning new technologies, products, and customer workflows.

 Accountable: Takes ownership of implementation and support deliverables.

Key Performance Indicators

Success in this role will be measured through:

 Successful and timely customer implementations.

 Customer onboarding and adoption.

 Resolution time and ticket closure rates.

 Adherence to support SLAs.

 Quality and accuracy of issue resolution.

 Customer satisfaction.

 Effective coordination with Product and Engineering teams.

 Quality of implementation and support documentation.

 Reduction in recurring customer issues through proactive problem-solving

Pay: ₹400,000.00 - ₹1,000,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person