SaaS Technical Support Executive
Company: SoftMaji InfoTech Private Limited
Location: Lucknow, Uttar Pradesh
Job Type: Full-Time
Work Mode: On-Site
Department: SaaS Technical Support
Experience: 0 to 3 Years
Salary: ₹20,000 to ₹40,000 per month + Performance Incentives
Openings: 10
About SoftMaji InfoTech
SoftMaji InfoTech Private Limited is an IT company based in Lucknow, Uttar Pradesh.
We work on web development, software development, mobile applications, digital marketing and SaaS products.
Our SaaS products are used by businesses, schools, institutions and other organizations to manage their day-to-day operations through online software.
We are looking for a SaaS Technical Support Executive who can help customers when they face problems while using our software products.
You will work between the customer and our technical team. Your responsibility will be to understand the issue properly, provide basic troubleshooting, record the problem, coordinate with developers when necessary and make sure the issue is followed up properly.
About the Role
This is a customer-facing technical support position.
You do not necessarily need to be a programmer, but you should have good computer knowledge and be comfortable understanding web applications, mobile applications and software systems.
You should be able to understand a customer's problem, reproduce the issue where possible, identify whether it is a usage problem or a technical problem, and send clear information to the technical team.
You will also help customers understand how to use existing product features.
What You Will Do
1. Handle Customer Support Requests
You will receive customer questions and technical issues through approved support channels.
This may include:
Login problems
Account issues
Feature-related questions
Configuration problems
Reports not working as expected
User management issues
Data-related questions
Mobile application issues
Website/application errors
Payment or subscription-related technical questions
General product usage problems
You will first understand the issue before deciding what action is required.
2. Troubleshoot Customer Problems
You will perform basic troubleshooting such as:
Checking account settings.
Checking user permissions.
Checking configuration.
Asking the customer for screenshots or recordings.
Checking the steps that caused the problem.
Trying to reproduce the issue.
Checking whether the issue affects one user or multiple users.
Checking whether the issue is product-related or user-related.
Providing the correct steps to resolve common problems.
You should not randomly suggest solutions.
If you are not sure about an issue, you should collect the correct information and escalate it.
3. Identify Technical Issues
You should be able to differentiate between:
User misunderstanding
The feature works correctly but the customer does not know how to use it.
Configuration issue
The product is working, but the customer's account or settings are incorrect.
Data issue
The expected data is missing, incorrect or not appearing properly.
Bug
The product is not behaving according to the expected functionality.
Server or infrastructure issue
The problem may be related to hosting, server, network or other infrastructure.
Correctly identifying the category helps the technical team resolve problems faster.
4. Create and Manage Support Tickets
You will maintain proper support records.
A good ticket should contain:
Customer name
Account information
Product
Problem description
Steps to reproduce
Screenshots or videos
Error message
Date and time
Expected result
Actual result
Priority
Current status
A developer should be able to understand the problem from the ticket without repeatedly asking the customer for the same information.
5. Coordinate With Developers
When an issue requires development work, you will coordinate with the technical team.
You may need to:
Explain the customer issue.
Provide screenshots.
Provide screen recordings.
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