Designation: Technical Support Associate
Department: Technical Support
Job Type: Permanent
Work Mode: Work from office
Experience: 0–6 Months
Education: Any Graduate (preferably in Computer Science, IT, or Engineering)

Key Skills (Must Have):
● Basic understanding of web applications, SaaS platforms, and assessment tools
● Good troubleshooting and problem-solving skills
● Clear and effective written and verbal communication
● Familiarity with CRMs/ticketing systems (preferred but not mandatory)
● Tech skills – Database and querying (SQL), operating system basics, Bash scripting

Other Skills:
● Time management
● Attention to detail
● Adaptability and learning agility
● Ability to work in shifts and under pressure
● Customer-first mindset

JD / Key Responsibilities:
● Customer Issue Resolution: Respond promptly to user queries via email, chat, call, or any designated support channel. Investigate and troubleshoot platform issues and provide appropriate solutions or workarounds.
● Technical Troubleshooting: Understand how the platform functions and assist users in resolving technical issues.
● Ticket Management: Log and track customer issues via support tools. Ensure timely follow-ups and accurate updates. Escalate complex issues to relevant teams with proper context.
● Documentation and Reporting: Maintain internal knowledge base and contribute to documentation to reduce recurring queries. Share insights and trends with the team.
● Cross-functional Collaboration: Work closely with Content, Engineering, Product, and QA teams to resolve critical issues and improve support readiness.
● Shift & Schedule Management: Be available for rotational shifts, including nights and weekends as required.
● Additional Tasks: Perform any other support-related responsibilities assigned by the manager or leadership team as needed.