Technical Support Analyst

Job description

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities.

Responsibilities:-

• Respond to customer queries in a timely and accurate way, via phone, email and ticketing system.

• Identify customer needs and help customers use specific features

• Analyze and report product bugs, issues, and errors (for example, by testing different scenarios or impersonating users)

• Update our internal databases with information about technical issues and useful discussions with customers

• Monitor customer complaints on social media and reach out to provide assistance

• Share feature requests and effective workarounds with team members

• Inform customers about new features and functionalities

• Follow up with customers to ensure their technical issues are resolved

• Gather customer feedback and share with our Product, Sales and Marketing teams

• Assist in training junior Customer Support Representatives

Requirements and skills:-

• Experience as a Customer Support Specialist or similar CS role.

• Familiarity with our industry is a plus.

• Experience using help desk software and remote support ticketing systems.

• Understanding of how CRM systems work.

• Excellent communication and problem-solving skills.

• Multi-tasking abilities.

• Patience when handling tough cases.

• BSc in Information Technology or relevant diploma.

Experience : 7-10 years

-Indore-Onsite

-5 Days working culture

We are looking for dedicated and proactive Technical Support professionals who can deliver excellent customer service while resolving client queries efficiently. The ideal candidate should have strong troubleshooting skills, good technical understanding, and the ability to communicate effectively with clients.

Candidates with relevant EdTech experience will be highly considered.

Edunext is an equal opportunity employer. We celebrate diversity and encourage candidates from all backgrounds to apply.

Key Responsibilities:

·        Connect with clients and resolve their queries via calls, remote desktop support, and other communication channels.

·        Address and resolve tickets raised by clients for technical issues to ensure seamless operations.

·        Assist in designing and implementing effective software solutions.

·        Track user tickets and ensure timely resolutions.

·        Coordinate with the development team for any new feature requirements.

Requirements:

·        1–2 years of EdTech preferably school ERP/CRM

·        Excellent communication skills with fluency in English (mandatory)

·        Strong presentation and interpersonal skills.

·        Proficiency in Microsoft Office (Excel, Word, etc.).

·        Strong analytical and problem-solving abilities.

·        ERP certification (e.g., “Data Analyst”) is a plus.

What We Offer

•      Fixed CTC

•      Annual Off site Retreats

•      Rapid career growth with structured training and on-the-job mentorship

•      Opportunity to impact the lives of learners via tech.

•      Monthly Trainings & Skill Development to sharpen product expertise

•      Employee of the Month & Rewards & Recognition Programs

•      Fun inclusive work culture with Recreational Activities like open house events, fun games, celebrations and peer-driven culture

Company & Team Overview

Planview's mission is to build the digital future of connected work — empowering business, technology, and transformation leaders to accelerate the achievement of the project and product initiatives that matter most. As the leading end-to-end platform for Strategic Portfolio Management (SPM) and Software Product Delivery, Planview's AI-powered solutions give leaders the strategic foresight to prioritize with precision, accelerate value delivery, and adapt with confidence.

Headquarters in Austin, Texas, with over 1,500 employees worldwide, Planview serves more than 3,000 customers and 3.1 million users globally, including 45 of the Fortune 100.

The Support Operations team is at the heart of Planview's customer experience, ensuring that enterprises around the world get the most value from Planview's industry-leading platform. As Planview expands its AI-first portfolio through continued innovation and acquisition, the Support Operations team plays a critical role in delivering consistent, high-quality technical assistance across a growing suite of solutions.

Role Summary

Technical Support Engineer I provides first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees, serving as the primary point of contact for a defined set of accounts and cases. In this role, you will independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows, while investigating root causes and documenting durable solutions.

You will escalate complex or defect cases appropriately — acting as a liaison between customers and the Development and Cloud Operations teams — and guide customers on the product's proper use and best practices. As you grow, you will take on increasingly complex problems end-to-end and mentor Associate Technical Support Engineers, contributing to a high-performing, collaborative team. Success is measured by case resolution quality, SLA performance, customer satisfaction, and case hygiene.

Key Responsibilities

Customer Support & Case Management

•   Act as the first point of contact for KeyedIn Customer Care customers seeking technical assistance, providing troubleshooting and support via the ticketing system, email, and web-based tools.

•   Accurately log all customer cases, interactions, and resolutions in the case management system (Salesforce).

•   Take a hands-on approach, managing issues from initial contact through final resolution and follow-up, and maintaining full accountability throughout the support lifecycle.

•   Prioritize cases according to severity and SLA commitments, ensuring timely and accurate responses.

•   Maintain case hygiene — accurate status, ownership, and next action — with no-silent-case discipline.

Technical Troubleshooting & Resolution

•   Handle standard KeyedIn administration and configuration requests — support-portal accounts, licence-count updates, user provisioning and termination, login-group publishing, and access/login issues.

•   Resolve standard reporting, widget, dashboard, and how-to cases; assist with routine data export and data-load requests.

•   Investigate root causes, guide customers through corrective steps, and document solutions in the Customer Success Center knowledge base.

•   Escalate complex or defect cases to higher-level engineers or Development with clear reproduction steps and environment details; route Cloud Operations and Development-owned work to the correct team without owning it.

•   Follow the team's call-escalation discipline — move prolonged email threads to a call at the defined threshold to speed resolution.

Product Knowledge & Continuous Improvement

•   Stay current on KeyedIn releases, feature changes, known issues, and system updates.

•   Advise customers on the product's proper use, best practices, and configuration guidance.

•   Contribute to technical notes and knowledge base articles in the Customer Success Center.

•   Collect and communicate customer feedback, recurring issues, and product-quality insights to improve product quality and support processes.

Collaboration & Mentoring

•   Mentor Associate Technical Support Engineers, sharing knowledge and best practices.

•   Build relationships with cross-functional teams including Engineering, Development, Cloud Operations, Product, and Customer value advisor.

•   Function independently as well as part of a cross-functional global team.

•   As needed, participate in on-call or skeleton crew rotation.

Required Qualifications

•   1–3 years of experience in technical support, software support, IT support, or a closely related customer-facing role.

•   Demonstrated ability to independently troubleshoot and resolve technical issues in enterprise software or SaaS environments.

•   Strong written and verbal communication skills in English; ability to explain technical concepts clearly to both technical and non-technical audiences.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, or similar).

•   Solid diagnostic and problem-solving skills with a systematic, analytical approach.

•   Proven ability to manage multiple cases simultaneously while maintaining attention to detail and meeting SLA commitments.

•   Ability to work independently and as part of a cross-functional global team.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, Dynamics 365, or similar).

Preferred Qualifications

•   Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.

•   Familiarity with SaaS application support models and multi-tenant environments.

•   Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL).

•   Exposure to REST or SOAP APIs and tools such as Postman or cURL.

•   Practical familiarity with PPM concepts — projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Understanding of identity and access management concepts (SSO, OAuth, RBAC, SAML).

•   Knowledge of the Planview product ecosystem, particularly KeyedIn or other PPM solutions.

•   Relevant technology certifications (Microsoft, AWS, ITIL, or similar).

Knowledge, Skills & Abilities

•   Willing to accept and adapt to change, showing flexibility and recovering relatively quickly from setbacks.

•   Actively participates in team meetings and seeks out collaboration opportunities without always waiting to be prompted.

•   Seeks feedback from colleagues and peers and integrates that feedback into their approach and work quality.

•   Displays a willingness to develop conflict-resolution skills and facilitate productive discussions with customers and colleagues.

•   Keeps a calm, professional demeanor across a variety of clients and personalities, even when others in the support process may not.

•   Self-motivated, detail-oriented, and organized, with the ability to begin prioritizing work independently.

•   A logical, process-oriented thinker who is positive, proactive, and innovative — a creative problem solver with exceptional customer service skills.

•   Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge and the ability to learn new concepts quickly.

•   Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.

Technical Skillset (Product-Specific)

Experience Required: 1–3 years.

Must Have

•   API — Experience with Postman or similar tools to test APIs, validate responses, and troubleshoot API failures; understanding of REST APIs, HTTP methods, status codes, and request/response flows for troubleshooting integrations.

•   SQL & Relational Databases — Ability to write basic to intermediate SQL queries to validate data, troubleshoot data issues, and understand database relationships.

•   Analytical & Communication Skills — Strong problem-solving ability with the capacity to translate technical findings into clear, actionable guidance for non-technical stakeholders.

•   Application & Log Analysis — Application logs, error analysis, troubleshooting, and root cause identification.

•   Salesforce & Jira — Working knowledge of Salesforce for case management and Jira for defect tracking and ticket management.

•   Web & SaaS Troubleshooting — Web-based applications, SaaS/cloud environments, browser Developer Tools, HTTP/HTTPS, and network troubleshooting.

•   Cloud & Networking — Basic understanding of cloud environments, DNS, SSL/TLS, firewalls, proxies, and connectivity issues.

•   Power BI (basic) — able to read dashboards and reports, understand how filters and slicers change results, and recognize whether a reporting issue is a data, refresh, or configuration problem.

Nice to Have

•   PPM Application Support — Practical familiarity with projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Reporting & Data — Comfort with report/widget configuration concepts, filters, and data validation.

•   Data Loads & Exports — Ability to handle imports/exports, MS Project imports, and bulk field uploads.

•   Planview Product Familiarity — Any exposure to Planview's portfolio or release management product suite.

Job Summary

We are looking for a motivated and customer-focused Support Services Executive to handle customer queries, troubleshoot issues, and provide timely resolutions. The ideal candidate should have an experience in the Salesforce platform, along with strong communication, analytical, and problem-solving skills.

Key Responsibilities

• Act as a primary point of contact for customer support requests.
• Analyze, troubleshoot, and resolve customer-reported issues within defined SLAs.
• Communicate regularly with customers and provide timely updates on case progress.
• Monitor support cases and ensure proper follow-up until closure.
• Meet defined targets for response time, resolution time, quality, and customer satisfaction.

Required Skills and Qualifications

• 0–3 years of experience in Customer Support, Application Support, Technical Support, or a similar role.
• Familiarity with CRM systems and support ticketing tools is an added advantage, with Salesforce CRM experience preferred.
• Basic knowledge of SQL, Salesforce, ERP applications, or cloud-based applications is preferred.
• Strong communication, analytical, and problem-solving skills.

· Willingness to work in rotational shifts covering IST and EST time zones on alternate weeks, as required.

Preferred Skills

• Experience in SaaS, ERP, CRM, or enterprise application support.
• Hands-on experience with the Salesforce Platform and Service Cloud
• Knowledge of SQL queries and database concepts.
• Experience working with support ticketing systems.
• Strong customer service and stakeholder management skills.

Job description:

Apprication Pvt Ltd -Hiring for BPO TECH SUPPORT(Night shift) - Work from office Goregaon(E)

JOB DESCRIPTION FOR BPO TECH -SUPPORT

-Excellent communication in English is mandatory.

-Must have minimum 1 year Experience

-Working on tickets and resolving the issues of clients/customers.

-Testing/replicating the issues raised by clients

-Working on tickets and resolving the issues of clients/customers

-Testing/replicating the issues raised by clients

-Installation of software / Hardware via remote.

-Giving training to the users via remote if required.

-Supporting merchants on software over Phone/Email.

-Giving remote support to clients.

Shift Timings : 11:00pm to 8:00am(Night shift)

connect on Seven three zero four one Double Eight Six Three Six

Technical Support Engineers (TSE) make up a small, talented, and dedicated global team providing an important part of the Pendo experience through guidance and consulting to customers. We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers across our web and mobile features as part of the Engineering organization. While the entire company has a customer focus, TSEs make champions out of our customers and provide a partnership experience through professional and accurate technical support.

Responsibilities:

• Answer customer questions through our support queue
• Be the voice of the customer to the Product and Engineering organizations
• Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
• Take ownership of pushing cases to resolution, including working with developers
• Actively contribute to knowledge documentation through the creation of internal and customer-facing documentation

Qualifications (your experience):

• Highly empathetic and passionate about helping others at a moment's notice
• Applied coding knowledge - Front End or API
• Reliable and active team member
• Ability to learn technical concepts and translate them to business solutions for customers with a thirst for knowledge
• Conversational fluency in spoken and written English
• 2+ years of professional experience in JavaScript, HTML, CSS and/or Mobile Development
• 2+ years of professional experience working in a customer-facing role
• Proven record of continued education/pursuit of knowledge in technology (computer science degree, coding school, other relevant courses)

Support Engineer – AI/ML & Education ERP

Company: iCloudEMS

Location: Remote / Work From Home

Employment Type: Full-Time

Experience: Freshers / 0–1 Year

About iCloudEMS

iCloudEMS is an Education ERP platform that helps universities, colleges, and educational institutions manage academic and administrative operations through integrated digital solutions.

We are looking for a motivated Support Engineer with an interest in AI/ML technologies to support clients using the iCloudEMS Education ERP platform. The ideal candidate should have basic knowledge of SQL/MySQL, web applications, troubleshooting, and AI/ML concepts, along with strong communication and problem-solving skills.

Key Responsibilities

• Provide first-level technical support through phone, email, and ticketing systems.
• Troubleshoot issues related to Admissions, Academics, Finance, HRMS, LMS, and Online Examination modules.
• Perform basic SQL/MySQL queries for data validation, troubleshooting, and issue analysis.
• Reproduce reported issues and coordinate with QA and Development teams for resolution.
• Test software functionality and verify bug fixes.
• Analyze API/web application issues and escalate complex technical problems.
• Assist with AI-powered features, AI/ML tools, and automation workflows where required.
• Support testing and validation of AI/ML-based features and applications.
• Create support documentation, FAQs, user guides, and knowledge-base articles.
• Assist with client onboarding, product demonstrations, and user training.
• Maintain clear communication with clients and ensure timely issue resolution.
• Continuously learn new ERP, AI/ML, database, and web technologies.

Required Skills

• Bachelor's degree in Computer Science, IT, BCA, MCA, B.Tech, or related field.
• Freshers or candidates with 0–1 year experience can apply.
• Basic knowledge of SQL/MySQL and relational databases.
• Basic understanding of web applications, APIs, and troubleshooting.
• Basic understanding of AI/ML concepts, Generative AI, or LLMs.
• Strong analytical and problem-solving skills.
• Good verbal and written communication.
• Ability to understand technical problems and explain solutions clearly.
• Willingness to learn AI/ML and emerging technologies.

Preferred Skills

• Basic knowledge of PHP, HTML, CSS, and JavaScript.
• Familiarity with OpenAI/LLM APIs, ChatGPT, prompt engineering, or AI tools.
• Basic knowledge of Python and AI/ML libraries is an advantage.
• Familiarity with ERP/EdTech applications.
• Knowledge of ticketing/helpdesk systems.
• Basic understanding of REST APIs and web services.

What You'll Gain

• Hands-on experience with a real-world Education ERP platform.
• Practical exposure to SQL, databases, APIs, web applications, and troubleshooting.
• Exposure to AI/ML, Generative AI, LLMs, and AI-powered ERP features.
• Experience working with Support, QA, Development, and Implementation teams.
• Client communication and enterprise software experience.
• Long-term career growth and learning opportunities.

Benefits

• Full-Time Employment
• Permanent Work From Home
• Learning and development opportunities
• Exposure to Education ERP + AI/ML technologies
• Collaborative work environment
• Career growth opportunities

Compensation: As per company norms

Why Join iCloudEMS?

Join iCloudEMS to work on a real-world Education ERP platform while gaining practical experience in technical support, SQL, web technologies, AI/ML, and enterprise software. This role is ideal for candidates who want to build a strong foundation in both technical support and emerging AI technologies.

Job Title : Customer Support – Support Operations

Location : Gurgaon, Sector 66

Experience : 1 to 5 Years

Employment Type : Full-time | Work from Office

Role Overview :

Responsible for backend customer and transaction support across fintech products, resolving queries within defined TAT, maintaining accurate data, and coordinating with internal teams, banks, and service providers.

Mandatory Skills :

Fintech Customer Support, Transaction Support, Email & Chat Support, MS Excel, MIS Reporting, Query Resolution, Dispute Management, TAT/SLA Management, and Basic Digital Payments Knowledge.

Key Responsibilities :

• Handle backend support for AEPS, DMT, Recharges, BBPS, Utility, MATM, PG Transactions, and Loans.
• Resolve merchant, customer, and transaction-related queries through email and chat.
• Monitor disputed, pending, and escalated transactions and ensure timely resolution.
• Maintain data in Excel and prepare daily MIS reports.
• Coordinate with Sales, Operations, Technical teams, banks, and service providers.
• Ensure cases are tracked and resolved within defined TAT / SLA.

Required Skills :

• Experience in Fintech Customer / Backend Support Operations.
• Basic understanding of digital payments and transaction processing.
• Knowledge of AEPS, DMT, BBPS, Recharges, Payment Gateway, or related fintech products.
• Good MS Excel and MIS reporting skills.
• Strong email/chat communication and query-resolution skills.
• Ability to manage transaction disputes, escalations, and pending cases.
• Good coordination and problem-solving skills.

Qualification : Graduate / Undergraduate.

Job Summary

We are looking for an Application Support Engineer with hands-on experience in Linux/Unix, Windows administration, monitoring tools, and incident management. The candidate will be responsible for application monitoring, troubleshooting, incident resolution, and ensuring smooth production operations.

Key Responsibilities

• Provide L1/L2 application and production support.
• Troubleshoot application, system, and server-related issues in Linux/Unix and Windows environments.
• Monitor application performance using Splunk, Grafana, and AppDynamics.
• Handle incidents, service requests, and changes using ServiceNow.
• Perform log analysis, root cause analysis (RCA), and issue resolution.
• Coordinate with application, infrastructure, and development teams to resolve production issues.
• Ensure SLA compliance and maintain proper incident documentation.
• Support continuous monitoring and improve application stability and availability.

Required Skills

• 3–5 years of experience in Application Support or Production Support.
• Hands-on experience with Linux/Unix and Windows environments.
• Experience with monitoring tools such as Splunk, Grafana, or AppDynamics.
• Working knowledge of ServiceNow and Incident Management.
• Good troubleshooting, analytical, and communication skills.
• Willingness to work in a production support environment.

Job Details

• Location: Hyderabad
• Work Mode: WFO
• Notice Period: Immediate Joiners Only

• Troubleshooting & Issue Resolution – Diagnose and resolve hardware, software, and network issues through remote and on-site support.
• User Support & Training – Assist employees and clients with technical queries, software installations, and system configurations.
• System Maintenance & Updates – Ensure regular system updates, patches, and security fixes to maintain system integrity.
• Network & Connectivity Support – Address internet connectivity issues, VPN configurations, and firewall troubleshooting.
• Ticket Management & Documentation – Log, track, and resolve issues through a helpdesk system, ensuring timely resolution.
• Hardware & Peripheral Support – Install, configure, and maintain printers, scanners, and other IT peripherals.
• Security & Data Protection – Ensure adherence to IT security policies, managing access controls and data backup solutions.