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 / 0–2 years
Compensation: Competitive salary + performance bonus
Benefits: Paid leave, equipment allowance
WHAT YOU’LL 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 WE’RE LOOKING FOR
- 0–2 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.