Technical Support Specialist

This is a full-time, on-site Technical Support Specialist role based in Bengaluru. The Technical Support Specialist will provide front-line technical assistance to agencies and SaaS users, responding to support tickets, chat, and email inquiries in a timely and professional manner. Responsibilities include diagnosing and troubleshooting product, integration, and configuration issues, guiding customers through resolutions, and escalating complex cases to engineering when needed. The role involves documenting common issues and solutions, contributing to knowledge base articles, and providing feedback to product teams to improve features and user experience. The specialist will also help onboard new customers, assist with best practices for WhatsApp and GoHighLevel configurations, and work closely with the customer success team to maintain high satisfaction and retention.

Requirements:

• Strong Technical Support and Troubleshooting skills, with the ability to quickly diagnose and resolve product and integration issues.
• Customer Support and Customer Satisfaction mindset, with a focus on clear communication, empathy, and building long-term relationships.
• Analytical Skills to interpret logs, identify patterns, and propose data-driven solutions to recurring technical problems.
• Experience with SaaS products, CRM or marketing automation platforms (e. g., GoHighLevel or similar) is highly beneficial.
• Familiarity with messaging platforms, APIs, or web technologies (such as webhooks, basic HTTP/REST concepts) is a plus.
• Excellent written and verbal communication skills in English, with the ability to explain technical concepts in simple terms.
• Ability to work collaboratively with engineering, product, and customer success teams in a fast-paced startup environment.
• Preferred: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Hiring Freshers to people with 1-2 years of experience.