Technical Customer Support Executive

Technical Customer Support Executive

Role Overview

We are looking for a Technical Customer Support Executive to serve as the first point of contact for both prospective and existing customers, primarily through voice interactions.

The role requires a combination of technical understanding, business-process orientation and strong customer communication skills. The person should be able to understand business or application-related queries, provide appropriate first-level technical guidance, qualify sales opportunities and resolve basic customer support issues. Voice support will be the primary responsibility, supplemented by non-voice support and sales-support activities as required.

Key Responsibilities

• Handle inbound voice enquiries from prospective and existing customers, including Indian and international customers.
• Understand customer business processes, challenges, application requirements and technical queries through effective questioning and active listening.
• Provide first-level technical and functional guidance on relevant business applications and possible solution approaches.
• Handle sales enquiries by understanding the requirement, conducting basic MQL qualification and identifying the appropriate product/solution direction.
• Capture qualified opportunities in the CRM and route them to the appropriate Sales or Pre-Sales team for detailed discovery, demonstration and solutioning.
• Handle first-level customer support calls, troubleshoot basic application issues and provide appropriate guidance or resolution wherever possible.
• Identify issues requiring deeper functional or technical intervention and ensure timely escalation to the appropriate Support, Implementation or Technical team.
• Provide secondary non-voice support through email, chat, tickets and other digital channels for both sales enquiries and customer support requests.
• Maintain accurate records of calls, enquiries, requirements, support issues, lead status, resolutions and follow-up actions in CRM/ticketing systems.
• Support Sales through CRM data enrichment, prospect research, lead follow-ups and other inside-sales activities during available bandwidth.
• Continuously develop functional and technical knowledge of Zoho and other relevant SaaS/business applications to improve first-contact response and resolution.
• Ensure professional communication, timely response and a positive customer experience across different geographies and time zones.

Candidate Profile

• Graduate in IT, Computer Science, Engineering or a related discipline; candidates from other disciplines with strong technical aptitude may also be considered.
• 14 years of experience in Technical Support, SaaS Support, Application Support, Technical Voice Process, Pre-Sales Support or a related customer-facing technology role.
• Strong spoken English and telephone communication skills, with confidence handling international customers.
• Good understanding of CRM, ERP, SaaS, business applications and business process automation.
• Ability to understand a customer's business problem and relate it to an appropriate technology/application solution.
• Strong troubleshooting, analytical, questioning and problem-solving skills.
• Comfortable handling both sales-oriented technical enquiries and post-sales customer support issues.
• Knowledge of Zoho applications such as CRM, Books, People, Projects, Desk, Creator and related applications will be an advantage.
• Good written communication skills for handling email, chat and ticket-based support.
• Customer-oriented, patient and capable of explaining technical concepts in simple business language.
• Willingness to work across international customer time zones / rotational shifts, if required.