We are looking for a customer-focused Technical Support Executive with experience supporting US-based customers. The ideal candidate should have hands-on experience troubleshooting technical applications or software platforms, providing phone and email support, and delivering exceptional customer service in an SLA-driven environment.
Key Responsibilities
- Provide technical support to US-based customers via phone and email.
- Troubleshoot application and platform-related issues, ensuring timely and effective resolution.
- Adhere to the defined 15-minute response SLA for all support requests.
- Log, track, and manage incidents using Jira or a similar ticketing/helpdesk platform.
- Escalate complex technical issues to the appropriate internal teams while maintaining clear and timely customer communication.
- Document troubleshooting steps, issue resolutions, and knowledge base articles.
- Collaborate with Engineering and Delivery teams to resolve customer issues efficiently.
- Deliver a high standard of customer experience through professional, accurate, and timely communication.
Required Skills Qualifications
- 3-4 years of experience in Technical Support, Application Support, or Product Support.
- Prior experience providing technical support to US-based customers via phone and email (mandatory).
- Excellent verbal and written communication skills; a neutral or US-accent communication style is highly preferred.
- Hands-on experience troubleshooting enterprise applications or software platforms.
- Experience using Jira or similar ticketing/helpdesk systems.
- Strong analytical, problem-solving, and multitasking skills, with the ability to manage multiple support requests while meeting SLAs.
Preferred Qualifications
- Experience working with US support processes and customer service standards.
- Familiarity with ITSM/helpdesk tools such as Jira, ServiceNow, Zendesk, Freshservice, or similar platforms.
- Ability to work independently with minimal supervision.
Company Profile
Astika Software Technologies Pvt. Limited is an IT services and software development company specializing in custom solutions, enterprise applications, and digital transformation. Their careers page highlights opportunities in software engineering, product development, and consulting, reflecting expertise in delivering tailored technology solutions. The company emphasizes innovation, client-focused delivery, and scalable systems, supporting businesses across industries with reliable IT services and advanced software products..
