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Technical Support Associate

Assist users in troubleshooting SaaS platform issues and escalate complex problems efficiently
Bangalore
Entry Level
yesterday
HackerEarth

HackerEarth

A platform offering coding challenges, hackathons, and competitive programming for developers and companies to hone and assess technical skills.

1 Similar Job at HackerEarth

Technical Support Associate

Designation: Technical Support Associate

Department: Technical Support

Job Type: Permanent

Work Mode: Work from office

Experience: 0–6 Months

Education: Any Graduate (preferably in Computer Science, IT, or Engineering)

Key Skills (Must Have)

Basic understanding of web applications, SaaS platforms, and assessment tools

Good troubleshooting and problem-solving skills

Clear and effective written and verbal communication

Familiarity with CRMs/ticketing systems (preferred but not mandatory)

Tech skills – Database and querying (SQL), operating system basics, Bash scripting

Other Skills

Time management

Attention to detail

Adaptability and learning agility

Ability to work in shifts and under pressure

Customer-first mindset

JD / Key Responsibilities

Customer Issue Resolution: Respond promptly to user queries via email, chat, call, or any designated support channel. Investigate and troubleshoot platform issues and provide appropriate solutions or workarounds.

Technical Troubleshooting: Understand how the platform functions and assist users in resolving technical issues.

Ticket Management: Log and track customer issues via support tools. Ensure timely follow-ups and accurate updates. Escalate complex issues to relevant teams with proper context.

Documentation and Reporting: Maintain internal knowledge base and contribute to documentation to reduce recurring queries. Share insights and trends with the team.

Cross-functional Collaboration: Work closely with Content, Engineering, Product, and QA teams to resolve critical issues and improve support readiness.

Shift & Schedule Management: Be available for rotational shifts, including nights and weekends as required.

Additional Tasks: Perform any other support-related responsibilities assigned by the manager or leadership team as needed.

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Technical Support Associate
Bangalore
Support
About HackerEarth
A platform offering coding challenges, hackathons, and competitive programming for developers and companies to hone and assess technical skills.