Technical Support Specialist

We are looking for a Technical Product Support Specialist with strong experience in technology, SaaS products, and software solutions. The successful candidate will act as a key link between customers and the technical development team, responsible for handling customer inquiries, explaining system functionalities, delivering product training, and assisting customers with operational and technical issues. The role also involves analyzing technical problems, identifying their root causes, and coordinating with Backend, Frontend, and DevOps teams to ensure effective resolution.

Key Responsibilities

- Conduct product demonstrations and explain software products and technical solutions to customers before and after onboarding.
- Train customers on system configuration and usage, including CRM, Client Portal, PBX, WhatsApp API, HRMS, and other software solutions.
- Strong understanding of product architecture, including Frontend, Backend, Databases, REST APIs, and System Integrations.
- Investigate technical issues, identify their root causes, and distinguish between user-related issues and software defects.
- Manage technical support tickets and prepare detailed reports documenting issues, findings, and steps to reproduce errors.
- Coordinate with Backend, Frontend, and DevOps teams to escalate technical issues, monitor progress, and verify implemented solutions.
- Provide ongoing customer support after service activation to ensure smooth system operation and customer satisfaction.
- Create and maintain technical documentation, user guides, and product training materials.
- Communicate customer feedback and technical requirements to Product Management and Development teams to support continuous product improvement.

Requirements

- Bachelor degree in Computer Science, Information Technology, Information Systems, or a related field.
- 3–5 years of practical experience in Technical Support, Application Support, or Product Support within technology or software companies.
- Proven experience working with SaaS products, B2B software platforms, or technology projects.
- Strong understanding of software architecture, web applications, and the relationship between Frontend and Backend systems.
- Ability to read system logs, analyze error messages, and investigate technical issues.
- Experience with CRM, ERP, Helpdesk, or business management platforms is a strong advantage.
- Experience using technical ticketing and project management tools such as Jira, ClickUp, or Zendesk.
- Excellent English communication skills, both written and spoken, to communicate effectively with customers and technical teams.

Preferred Qualifications

- Previous experience working in SaaS companies, B2B technology businesses, or software development companies.
- Experience conducting Product Demonstrations, Customer Onboarding Sessions, and software training.
- Ability to understand technical requirements and communicate effectively with software development teams.
- Previous experience working in Agile and Scrum environments.

Key Performance Indicators (KPIs)

- Customer inquiry response time.
- Quality and effectiveness of product demonstrations and customer training.
- Number of customers successfully onboarded and trained.
- First-Level Resolution Rate.
- Accuracy of technical issue diagnosis and escalation.
- Average issue resolution and follow-up time.
- SLA compliance rate.
- Customer Satisfaction Score (CSAT).
- Quality and accuracy of technical documentation.
- Effectiveness of post-activation customer support and follow-up