Customer Support Executive

Job Overview

We are hiring an experienced Technical Support Executive to provide reliable, high-quality technical assistance to our customers. This is a 100% remote (work-from-home) role requiring candidates with at least 1 year of hands‑on technical support experience
.

The role involves troubleshooting technical issues, guiding users through product usage, and ensuring quick, accurate resolutions.
Shift timings may change based on business requirements
. We are currently looking ONLY for Night Shifts (US Timing). Working time is 5 PM to 3 AM Indian Time (this will differ slightly). We don’t have day shift.

• Minimum 1 year of experience in Technical Support / IT Support / SaaS Support
  .
• Prior experience handling technical customer queries via chat, email, or ticket systems.
• Comfortable working in rotational and flexible shifts
  .
• Stable internet connection and dedicated work‑from‑home setup.

• Provide technical support to customers via email, chat, and ticketing systems.
• Troubleshoot product, account, login, billing, and basic server or application issues.
• Assist customers with setup, configuration, and feature usage.
• Diagnose issues, identify root causes, and provide clear step‑by‑step solutions.
• Escalate complex technical issues to the engineering or senior support team with proper documentation.
• Maintain accurate logs of customer interactions, issues, and resolutions.
• Follow defined SLA timelines
  , support processes, and quality standards.
• Work collaboratively with internal teams to improve product stability and user experience.
• Stay updated with product updates, features, and known issues.

• Strong written and verbal English communication skills
  .
• Good understanding of web‑based applications, SaaS platforms, and APIs (basic level).
• Familiarity with ticketing systems (Zendesk, Freshdesk, Intercom, or similar).
• Basic knowledge of:
  • browsers, hosting environments, and DNS concepts
  • user authentication, permissions, and subscription systems
  • troubleshooting common web or app‑related issues
  • testing products
• Ability to explain technical concepts clearly to non‑technical users.

• Experience supporting international customers
  .
• Knowledge of Linux basics, logs, or error diagnostics
  .
• Familiarity with payment gateways or subscription‑based platforms.
• Prior experience in AI tools, SaaS products, or cloud‑based platforms
  .

• 100% Remote / Work From Home
  .
• Rotational shifts (timings may change based on business needs).
• Weekend or holiday shifts may be required based on workload.

• Competitive salary based on experience.
• Stable long‑term remote opportunity.
• Growth into senior technical support or product roles.
• Skill development and internal training.
• Supportive, fast‑paced, and performance‑driven work culture.

• Candidates with minimum 1 year technical support experience only
  .
• Professionals comfortable with remote work and flexible shifts
  .
• Individuals who enjoy troubleshooting, problem‑solving, and helping users.