AI-Driven Tech Support Specialist (Freshdesk/Zoho)

This role is primarily intended for candidates based inIndia, as the position is part of our India development and support team. Theselected candidate will collaborate closely with our India-based technicalmembers and work within the team’s established workflows, time zones, andproject structure.Provide customer support for technology products throughchat and phone calls, delivering clear, professional communication with strongEnglish speaking skills.Manage support tickets, escalations, and customerresolutions using Freshdesk and Zoho, ensuring timely responses, accuracy, andhigh customer satisfaction.Configure, maintain, and improve AI Agent automation inFreshdesk (smart responses, workflows, knowledge suggestions) to enhanceresponse efficiency and reduce manual load.Track, categorize, and document customer issues whilemaintaining accurate ticket records and ensuring proper follow-ups within SLAtimelines.Create and maintain support documentation, including FAQs,knowledge base articles, step-by-step guides, troubleshooting documents, andinternal process notes.Gather insights from customer interactions and providefeedback to product and engineering teams for improvements, bug reporting, andfeature requests.Follow support processes consistently, ensure quality ofresponses, and escalate issues appropriately when deeper technical support isrequired.RequirementsExperience working with Freshdesk (mandatory), including AIAgent, automations, and workflow configuration.Experience working with Zoho (Desk, CRM, or supportmodules).Prior experience providing support for technology products(software, hardware, SaaS, or digital platforms).Strong English communication skills, both in written andspoken formats.Experience writing support documentation, knowledge basecontent, and FAQ articles.Understanding of ticket management, SLA, escalations,customer communication, and support workflow standards.#J-18808-Ljbffr