Job Description

About the Role

We are looking for a proactive and customer-focused

Technical Support Executive

to join our team for our AI-based SaaS product. You will be the first point of contact for customers, providing timely and effective technical assistance, resolving product-related queries, and ensuring a smooth user experience.

Key Responsibilities

Handle customer queries via email, chat, and call in a timely and professional manner. Troubleshoot product issues, identify root causes, and provide effective solutions. Guide customers through product setup, configuration, and usage. Collaborate with the development team to escalate and resolve complex issues. Document known issues, FAQs, and best practices for internal and customer use. Track support tickets, follow up on open cases, and ensure SLAs are met. Gather customer feedback and relay insights to the product team for improvement. Assist in preparing user guides, video tutorials, and product knowledge base articles.

Required Skills & Qualifications

Bachelor's degree in Computer Science, IT, or related field (or equivalent work experience). Minimum 1 year of experience in technical support for a SaaS product (AI product exposure is a plus). Good understanding of cloud-based applications, APIs, and basic networking concepts. Strong problem-solving skills and ability to think analytically. Excellent communication skills in English (both written and verbal). Familiarity with support ticketing tools like Zendesk, Freshdesk, or similar. Ability to work in shifts if required.

Nice-to-Have Skills

Experience with AI or ML-based applications. Knowledge of REST APIs, JSON, and integration workflows. Basic scripting skills (Python, JavaScript, etc.).

What We Offer

Opportunity to work on cutting-edge AI SaaS technology. Collaborative and supportive work culture. Learning and development opportunities. Competitive salary and benefits.
Job Type: Full-time

Pay: Up to ?20,000.00 per month

Benefits:

Health insurance
Education:

Bachelor's (Preferred)
Experience:

total work: 1 year (Required)
Work Location: In person