Uffizio – Technical Support Executive

Job Description

Uffizio is looking for a Technical Support Executive to join its customer support team in Valsad and provide first-level technical assistance to customers using its software platforms and applications. The role primarily focuses on handling customer queries through WhatsApp, email, phone, ticketing systems, and other support channels. The selected candidate will be responsible for understanding customer concerns, collecting relevant information, performing initial troubleshooting, and providing clear step-by-step solutions. This opportunity is suitable for fresh graduates and early-career professionals with strong technical aptitude, communication skills, and an interest in software support. Since the position involves supporting international clients, candidates should be comfortable communicating professionally in English and working within defined service-level agreements, support procedures, and customer service processes.

The Technical Support Executive will investigate common application and user-level problems and determine whether an issue is related to software functionality, device configuration, connectivity, application settings, or user actions. Candidates will resolve issues that fall within the L1 support scope and escalate more complex incidents to L2 Support, Development, DevOps, or QA teams with complete troubleshooting information. The position also involves maintaining accurate support records, monitoring conversations, following up on unresolved concerns, and identifying recurring technical problems that may require permanent solutions. Basic knowledge of databases, networking, SQL, REST APIs, Postman, application logs, browser developer tools, and cloud environments can be valuable for handling technical investigations and supporting customers effectively.

This role offers an opportunity to build practical experience across technical support, application support, SaaS support, customer service, troubleshooting, incident management, and software operations. The ideal candidate should be patient, analytical, customer-focused, and capable of managing multiple conversations without compromising response quality. Candidates may occasionally assist with application configurations, updates, patches, deployments, and basic database validations while coordinating with internal technical teams. The position is particularly suitable for graduates who want to establish a career in IT support or application support and develop their understanding of real-world software products and customer environments. Experience supporting international customers, B2B/SaaS platforms, GPS tracking, IoT, telematics, or fleet management solutions will provide an additional advantage.

Roles & Responsibilities

• Handle first-level technical support requests received through WhatsApp, email, phone calls, ticketing systems, live chat, and other designated customer communication channels.
• Understand customer problems by asking relevant questions, collecting necessary technical information, and identifying the symptoms before beginning the troubleshooting process.
• Perform L1 diagnosis for application, device, connectivity, configuration, browser, and user-level issues while following established technical support procedures.
• Guide customers through application features, configurations, settings, and troubleshooting steps using simple language that can be easily understood by non-technical users.
• Identify whether reported problems are caused by application functionality, device configuration, connectivity issues, user settings, or other environmental factors.
• Resolve routine technical incidents within the defined L1 support scope and ensure customers receive accurate solutions within the applicable SLA.
• Escalate complex, recurring, or unresolved issues to L2 Support, Development, DevOps, or QA teams with complete investigation notes and troubleshooting information.
• Maintain accurate records of customer conversations, reported problems, diagnostic steps, resolutions, follow-ups, and escalation information in the support or ticketing system.
• Monitor active support conversations and ensure timely responses, appropriate follow-ups, and adherence to established service-level agreements.
• Identify recurring technical problems and communicate useful observations to relevant internal teams so that product improvements and permanent solutions can be considered.
• Assist customers with application configurations, feature usage, recommended practices, and basic product-related guidance whenever required.
• Perform basic database checks and validation activities when necessary, using appropriate procedures and escalating database-related concerns when they exceed the L1 support scope.
• Assist with application updates, patches, deployments, and other operational support activities under the direction of the appropriate technical team.
• Coordinate with internal departments to track escalated incidents and help ensure customer issues are resolved within expected timelines.
• Manage multiple customer conversations simultaneously while maintaining professionalism, accuracy, patience, and a customer-friendly approach throughout every interaction.

Requirements & Eligibility

• Candidates should have a Bachelor’s degree in Computer Science, Information Technology, Computer Applications, or another closely related technical field.
• Applicants with 0–1 year of experience in technical support, application support, helpdesk, customer support, or a similar position are eligible to apply.
• Fresh graduates with strong technical aptitude, good communication skills, and a willingness to learn software products may also be considered for the role.
• Candidates should have a fundamental understanding of software applications, common technical problems, application configurations, and basic troubleshooting methodologies.
• Basic knowledge of databases and networking concepts is preferred, along with the ability to understand how connectivity, configuration, and application environments can affect technical issues.
• Strong analytical and problem-solving skills are required to identify the probable cause of customer issues and determine appropriate troubleshooting actions.
• Excellent written and verbal communication skills are essential because the position involves frequent customer interaction, particularly through chat and messaging platforms.
• Candidates should be able to explain technical solutions in a simple, structured, and customer-friendly manner without unnecessarily using complex technical terminology.
• The ability to manage several customer conversations at the same time while prioritizing issues according to urgency, customer impact, and SLA requirements is important.
• Familiarity with ticketing systems, support workflows, incident documentation, and escalation procedures will be advantageous.
• Candidates should be comfortable supporting international customers and working in shifts when required to accommodate different client time zones.
• A customer-centric attitude, patience, attention to detail, ownership, accountability, and willingness to learn are important behavioral qualities for this position.

Preferred Skills – Good to Have

• Previous experience providing international technical support or customer-facing application support.
• Experience handling customer queries through WhatsApp, live chat, email, or other messaging-based support platforms.
• Familiarity with GPS tracking, IoT platforms, telematics, fleet management software, or related technology solutions.
• Basic knowledge of SQL commands and REST APIs for performing initial technical checks and understanding application integrations.
• Familiarity with Postman for basic API testing, request validation, and troubleshooting application communication.
• Exposure to AWS or other cloud platforms and a general understanding of cloud-hosted applications.
• Experience working with SaaS or B2B software products, particularly in a customer support or application support capacity.
• Familiarity with browser developer tools, application logs, API responses, network diagnostics, and other basic troubleshooting utilities.

Key Competencies

• Customer-centric approach
• Strong written communication
• Active listening
• Analytical thinking
• Logical troubleshooting
• Issue identification
• Attention to detail
• Patience and professionalism
• Time management
• SLA awareness
• Multitasking ability
• Team collaboration
• Ownership and accountability
• Adaptability and learning

What We Are Looking For

The ideal Technical Support Executive should be able to understand a customer's problem quickly, particularly when the issue is communicated through WhatsApp or another chat-based support channel. The candidate should know how to ask focused questions, gather the right information, and investigate an issue before suggesting a solution. Rather than immediately assuming that every problem is a product defect, the candidate should be capable of distinguishing between application issues, configuration errors, connectivity problems, device-related concerns, and user-level mistakes.

The candidate should also be comfortable following troubleshooting procedures while using logical thinking when a documented solution does not immediately resolve the problem. Patience is important because customers may require step-by-step assistance with technical processes. The successful candidate should understand the boundaries of L1 support and know when an incident needs to be escalated to L2 Support, Development, DevOps, or QA. Strong communication, professional customer handling, attention to detail, and the ability to manage multiple conversations simultaneously will be essential for succeeding in this fast-paced technical support environment.

Role Focus

• Primary Focus: L1 Technical Support through WhatsApp
• Secondary Focus: Email, Phone, Ticketing, Application Support, Troubleshooting, Customer Assistance, Internal Technical Coordination

Experience

• 0–1 Year: Fresh graduates with strong technical aptitude, communication skills, and a willingness to learn may be considered.
• Preferred: Prior experience in international technical support, SaaS support, B2B application support, helpdesk, or customer-facing technical roles will be an added advantage.

Expected Salary

For a Technical Support Executive with 0–1 year of experience in Valsad, the expected salary can generally be estimated around ₹2.5 lakh to ₹4.5 lakh per annum, depending on technical skills, communication ability, shift requirements, and relevant experience. Candidates with international technical support, SaaS, SQL, API, or cloud-support exposure may have opportunities toward the higher end of the range.

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