AI-Driven Tech Support Specialist (Freshdesk/Zoho)

<div><p>This role is primarily intended for candidates based in<br>India, as the position is part of our India development and support team. The<br>selected candidate will collaborate closely with our India-based technical<br>members and work within the team’s established workflows, time zones, and<br>project structure.<br></p><br><ul><li><span>Provide customer support for technology products through<br>chat and phone calls, delivering clear, professional communication with strong<br>English speaking skills.</span><br></li><li><span>Manage support tickets, escalations, and customer<br>resolutions using Freshdesk and Zoho, ensuring timely responses, accuracy, and<br>high customer satisfaction.</span><br></li><li><span>Configure, maintain, and improve AI Agent automation in<br>Freshdesk (smart responses, workflows, knowledge suggestions) to enhance<br>response efficiency and reduce manual load.</span><br></li><li><span>Track, categorize, and document customer issues while<br>maintaining accurate ticket records and ensuring proper follow-ups within SLA<br>timelines.</span><br></li><li><span>Create and maintain support documentation, including FAQs,<br>knowledge base articles, step-by-step guides, troubleshooting documents, and<br>internal process notes.</span><br></li><li><span>Gather insights from customer interactions and provide<br>feedback to product and engineering teams for improvements, bug reporting, and<br>feature requests.</span><br></li><li><span>Follow support processes consistently, ensure quality of<br>responses, and escalate issues appropriately when deeper technical support is<br>required.<br></span></li></ul><br><span>Requirements</span><ul><li><span>Experience working with Freshdesk (mandatory), including AI<br>Agent, automations, and workflow configuration.</span><br></li><li><span>Experience working with Zoho (Desk, CRM, or support<br>modules).</span><br></li><li><span>Prior experience providing support for technology products<br>(software, hardware, SaaS, or digital platforms).</span><br></li><li><span>Strong English communication skills, both in written and<br>spoken formats.</span><br></li><li><span>Experience writing support documentation, knowledge base<br>content, and FAQ articles.</span><br></li><li><span>Understanding of ticket management, SLA, escalations,<br>customer communication, and support workflow standards.<br></span></li></ul><br></div>#J-18808-Ljbffr