Support Specialist - India Team

Job Description

This role is primarily intended for candidates based in India, as the position is part of our India development and support team. The selected candidate will collaborate closely with our India-based technical members and work within the team’s established workflows, time zones, and project structure.

• Provide customer support for technology products through chat and phone calls, delivering clear, professional communication with strong English speaking skills.
• Manage support tickets, escalations, and customer resolutions using Freshdesk and Zoho, ensuring timely responses, accuracy, and high customer satisfaction.
• Configure, maintain, and improve AI Agent automation in Freshdesk (smart responses, workflows, knowledge suggestions) to enhance response efficiency and reduce manual load.
• Track, categorize, and document customer issues while maintaining accurate ticket records and ensuring proper follow-ups within SLA timel...