Technical Support Specialist

As a Technical Support Specialist, you will be the first point of contact for Connekt customers experiencing technical issues or needing help using our platform.

You will troubleshoot problems across accounts, product features, integrations, and configurations, guide customers through solutions, and work closely with our engineering and product teams when deeper technical investigation is required.

This is an entry-level role ideal for someone who is technically curious, enjoys solving problems, and wants to build a career in SaaS and technology. You do not need to be a software engineer, but you should be comfortable learning how software works, investigating issues, and communicating technical information clearly to customers.

ROLE DETAILS

Location:

India (Remote)

Employment type:

Full-time

Experience:

Entry level / 02 years

Compensation:

Competitive salary + performance bonus

Benefits:

Paid leave, equipment allowance

WHAT YOULL DO

Respond promptly and professionally to technical support requests through email, chat, and other support channels

Troubleshoot issues related to user accounts, platform features, permissions, integrations, data, and general product functionality

Ask the right questions and gather relevant information to identify the root cause of customer issues

Reproduce reported bugs and document clear steps for the engineering team

Escalate complex technical issues to product or engineering with complete and accurate information

Keep customers updated throughout the troubleshooting process until their issue is resolved

Help customers configure their accounts, integrations, and platform settings

Guide new customers through technical onboarding and product setup

Test potential solutions and verify that issues have been resolved

Maintain accurate records of technical issues, troubleshooting steps, and resolutions

Identify recurring bugs or product issues and share patterns with the product and engineering teams

Create and maintain help articles, troubleshooting guides, FAQs, and internal technical documentation

Learn new Connekt features and understand how different parts of the platform work together

Help improve our support processes as the product and customer base grow

WHAT WERE LOOKING FOR

02 years of experience in technical support, IT support, customer support, software support, or a similar role

Fresh graduates with strong technical aptitude are encouraged to apply

Excellent written and verbal communication skills in English

Strong problem-solving and logical thinking skills

Comfortable learning and troubleshooting software products

Ability to investigate an issue step by step rather than immediately escalating it

Comfortable communicating technical concepts in a simple and understandable way

Strong attention to detail when documenting bugs and customer issues

Organized and able to manage multiple support requests at the same time

Curious about technology and interested in understanding how software works

Able to work independently in a remote environment

Reliable internet connection and a suitable home working setup

NICE TO HAVE

Degree or diploma in Computer Science, Information Technology, Engineering, or a related field

Internship or previous experience in SaaS, technical support, IT support, or software testing

Basic understanding of APIs, web applications, databases, or software integrations

Familiarity with tools such as Postman, browser developer tools, SQL, or API documentation

Basic knowledge of HTML, CSS, JavaScript, or another programming language

Experience using support platforms such as Crisp, Intercom, Zendesk, Freshdesk, or similar tools

Experience using CRM, recruitment, or HR technology

Familiarity with troubleshooting Google Workspace, Microsoft 365, email integrations, or authentication issues

Experience creating technical documentation, help centre articles, or troubleshooting guides

Experience working in a startup or fast-paced technology environment

EQUAL OPPORTUNITY STATEMENT

Connekt is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of background, identity, or experience.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, disability, or age. .