SaaS Technical Support Executive
Softmaji · Lucknow · onsite · Posted 1d ago
About a minute. You'll make an account on the way through.
About this role
Job Summary
Job Title: SaaS Technical Support Executive
Location: Lucknow, Uttar Pradesh
Job Type: Full-Time
Work Mode: On-Site
Department: SaaS Technical Support
Experience: 0 to 3 Years
Role Overview
This is a customer-facing technical support position.
You do not necessarily need to be a programmer, but you should have good computer knowledge and be comfortable understanding web applications, mobile applications and software systems.
You should be able to understand a customer's problem, reproduce the issue where possible, identify whether it is a usage problem or a technical problem, and send clear information to the technical team.
You will also help customers understand how to use existing product features.
What You Will Do
1. Handle Customer Support Requests
You will receive customer questions and technical issues through approved support channels. This may include:
- Login problems
- Account issues
- Feature-related questions
- Configuration problems
- Reports not working as expected
- User management issues
- Data-related questions
- Mobile application issues
- Website/application errors
- Payment or subscription-related technical questions
- General product usage problems
You will first understand the issue before deciding what action is required.
2. Troubleshoot Customer Problems
You will perform basic troubleshooting such as:
- Checking account settings
- Checking user permissions
- Checking configuration
- Asking the customer for screenshots or recordings
- Checking the steps that caused the problem
- Trying to reproduce the issue
- Checking whether the issue affects one user or multiple users
- Checking whether the issue is product-related or user-related
- Providing the correct steps to resolve common problems
You should not randomly suggest solutions.
If you are not sure about an issue, you should collect the correct information and escalate it.
3. Identify Technical Issues
You should be able to differentiate between:
User misunderstanding
The feature works correctly but the customer does not know how to use it.
Configuration issue
The product is working, but the customer's account or settings are incorrect.
Data issue
The expected data is missing, incorrect or not appearing properly.
Bug
The product is not behaving according to the expected functionality.
Server or infrastructure issue
The problem may be related to hosting, server, network or other infrastructure.
Correctly identifying the category helps the technical team resolve problems faster.
4. Create and Manage Support Tickets
You will maintain proper support records.
A good ticket should contain:
- Customer name
- Account information
- Product
- Problem description
- Steps to reproduce
- Screenshots or videos
- Error message
- Date and time
- Expected result
- Actual result
- Priority
- Current status
A developer should be able to understand the problem from the ticket without repeatedly asking the customer for the same information.
5. Coordinate With Developers
When an issue requires development work, you will coordinate with the technical team.
You may need to:
- Explain the customer issue.
- Provide screenshots.
- Provide screen recordings.
- Share reproduction steps.
- Explain the expected behaviour.
- Explain the actual behaviour.
- Answer developer questions.
- Test the fix after development.
- Confirm the issue with the customer.
You should act as a clear communication point between the customer and developer.
6. Follow Up on Open Issues
Creating a ticket is not the end of your responsibility.
You will track:
- Open issues
- Pending development work
- Issues waiting for customer information
- Issues waiting for testing
- Resolved issues
- Reopened issues
7. Test Fixes
When developers provide a fix, you may be required to test it before communicating the resolution to the customer.
Testing may include:
- Repeating the original steps
- Checking whether the issue has been resolved
- Checking related functionality
- Testing different user scenarios
- Confirming that the fix has not created another obvious problem
Basic software testing knowledge will be useful.
8. Customer Communication
You will communicate with customers through approved channels such as:
- Phone
- Support system
- Online meetings
You should explain technical issues in simple language.
Customers may not understand programming terms.
Your responsibility is to make the situation understandable without unnecessarily complicated technical language.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri