Technical Support Executive

Role & Responsibilities

• Provide L1 technical support for LiveLoop and DMLoop customers through WhatsApp, calls, and email.
• Provide post-delivery technical support for custom applications, websites, WooCommerce/e-commerce stores, AI systems, WhatsApp bots, and client-specific integrations.
• Onboard new customers by assisting with WhatsApp Business API setup, Meta Business Manager verification, Instagram/Facebook integration, and website chat widget deployment.
• Configure and support AI agents, including knowledge base setup, testing, monitoring, and basic troubleshooting.
• Perform basic maintenance on delivered client projects, including content/product updates, plugin and CMS updates, SSL/domain/hosting checks, and uptime and enquiry-flow monitoring.
• Reproduce, document, and troubleshoot bugs and escalate issues to the development team with relevant logs, screenshots, and details.
• Monitor recurring technical issues such as message delivery failures, template rejections, webhook/API errors, and third-party service outages involving Meta, Twilio, hosting providers, payment gateways, and other integrations.
• Maintain response and resolution SLAs for priority customers and active project accounts.
• Create and maintain help documentation, FAQs, troubleshooting guides, and how-to videos in Gujarati and Hindi.
• Coordinate with the development team during client handovers to ensure complete understanding of delivered systems and configurations.
• Maintain accurate customer, ticket, and issue records in the CRM.
• Coordinate with clients and internal teams to ensure timely resolution of support issues.
• Visit clients within Surat occasionally for technical support, onboarding, or troubleshooting requirements.
• Handle occasional support escalations outside standard working hours when required.

This is a full-time, work-from-office role based in Pal Gam, Surat, Gujarat, requiring close collaboration with customers, the development team, and company leadership.

Preferred Candidate Profile

We are looking for a customer-focused and technically inclined professional with 03 years of experience in technical support, application support, IT helpdesk, SaaS customer support, or product support. Freshers with strong technical aptitude and a willingness to learn are welcome to apply.

The ideal candidate should be fluent in Gujarati and Hindi, with working knowledge of English. The candidate should be comfortable troubleshooting software products, websites, integrations, APIs, and other technology systems while communicating effectively with non-technical customers.

Candidates should have a basic understanding of APIs, webhooks, integrations, browser developer tools, logs, and common troubleshooting practices. Familiarity with WordPress, WooCommerce, domains, DNS, hosting panels such as cPanel/Plesk, and SSL will be an added advantage. Training will be provided for candidates who demonstrate the right aptitude and willingness to learn.

Experience with WhatsApp Business API, Meta Business Suite/Business Manager, Instagram/Facebook integrations, chatbots, AI systems, or SaaS products will be highly preferred. Exposure to support and technical tools such as Freshdesk, Zoho Desk, Zendesk, Postman, or SQL will be an added advantage.

The ideal candidate should be able to manage multiple customer issues simultaneously, explain technical concepts in simple language, document problems clearly, coordinate with development teams, and take ownership of issues until resolution.

Candidates should be comfortable working in a fast-paced startup environment and handling multiple unrelated client systems and projects. Own two-wheeler and willingness to make occasional client visits within Surat will be preferred.

Salary: 1,75,000 to 3,00,000 P.A.