Technical Support Executive - SaaS Applications

About the Role :

We are seeking a proactive and customer-focused Technical Support Executive with a minimum of 2 years of hands-on experience in software technical support. The ideal candidate will play a key role in ensuring customer satisfaction by resolving product issues efficiently, maintaining smooth software operations, and serving as the first line of communication between the user community and the technical teams. This position requires strong analytical and communication skills, along with proficiency in MySQL and the ability to interpret data and dashboards to identify potential issues or performance trends.

The role demands a professional who thrives in a fast-paced environment, enjoys solving complex problems, and is passionate about improving the user experience. As part of the technical support team, you will be responsible for understanding customer queries, reproducing issues, coordinating with internal teams, and ensuring timely and accurate resolutions that align with defined Service Level Agreements (SLAs).

Key Responsibilities :

• Provide high-quality technical support and troubleshooting assistance to end-users, ensuring prompt resolution of software-related issues.
• Diagnose, investigate, and resolve technical problems by analyzing logs, system data, and user inputs within established SLAs.
• Use MySQL to execute queries, extract data, and identify root causes for reported issues or anomalies.
• Monitor and interpret system dashboards to track performance, identify error trends, and take proactive steps to prevent recurring issues.
• Collaborate closely with the Development, QA, and Product Management teams to escalate complex issues and contribute to product improvements.
• Maintain detailed documentation of customer interactions, technical steps taken, and solutions provided using the organization's ticketing system.
• Generate and share periodic reports with stakeholders to highlight key issue metrics, performance indicators, and support trends.
• Contribute to the knowledge base by documenting common issues, best practices, and troubleshooting guides for both internal and customer use.
• Participate in regular team meetings and feedback sessions to identify process improvements and enhance the support experience.
• Ensure customer satisfaction through clear communication, empathy, and a strong sense of ownership for resolving technical challenges.

Required Skills & Qualifications :

(ref : hirist.tech)