iRecord is a rapidly growing WealthTech company that simplifies Investment accounting, portfolio tracking serving indian investing community widely used by professionals, financial advisors, businesses, and investors.
Job Role
We are looking for a Technical Support Associate to provide high-quality technical assistance to our users. You will be responsible for handling support tickets, troubleshooting technical issues, coordinating with internal teams, and ensuring smooth user experience on the platform.
This role requires hands-on understanding of SQL, web applications, CRM/ticketing tools, and basic server & network connectivity concepts. Excellent spoken and written English is mandatory. This role involves no site visits.
Key Responsibilities
- User Support & Troubleshooting
Handle user technical queries through calls, emails, and ticketing tools
Diagnose and troubleshoot software, SQL, or connectivity-related issues
Escalate complex issues to senior technical teams when required
Track, update, and close tickets within defined timelines
- Technical Operations Support
Work with SQL queries for basic troubleshooting
Assist with server monitoring & connectivity checks
Support LAN / network connectivity issue identification
Assist with license and user access management
- Documentation & Reporting
Maintain accurate case notes and technical documentation
Contribute to internal knowledge base / FAQs
Share daily/weekly status updates and reports as required
- Communication & Coordination
Provide clear, professional responses to clients
Coordinate with Product / Development teams for escalations
Maintain high customer satisfaction and service standards