Technical Support Executive

About the Role

About Volody: Volody is looking for a Technical Support \& Implementation professional to help customers successfully implement, configure, and use Volody's solutions. This role sits at the intersection of technology, customer support, implementation, and problem\-solving. The ideal candidate should be technically comfortable, customer\-focused, and able to understand business requirements and translate them into practical product configurations and solutions. Key Responsibilities: Implementation \& Onboarding  Work with customers to understand their business requirements, workflows, and implementation needs.  Support the end\-to\-end implementation of Volody's products for new customers.  Configure the platform based on customer requirements and agreed implementation plans.  Coordinate with customers and internal Product, Engineering, and Project Management teams during implementation.  Assist with data collection, validation, migration, configuration, and testing activities.  Conduct user acceptance testing (UAT) and help customers validate implemented workflows.  Identify implementation issues and coordinate with relevant internal teams for resolution.  Support customer onboarding and ensure a smooth transition from implementation to regular usage.  Prepare implementation documentation, configuration records, and customer\-specific process documentation.  Conduct product walkthroughs and basic user training for customers. Technical Support  Provide first\-level and second\-level technical support to customers.  Troubleshoot product, configuration, access, integration, and workflow\-related issues.  Understand customer\-reported problems and reproduce issues where required.  Investigate issues systematically and identify potential root causes.  Resolve customer issues within defined timelines and service\-level expectations.  Escalate complex technical issues to the Engineering or Product teams with clear documentation.  Track support tickets and ensure timely follow\-up and closure.  Communicate technical issues and resolutions clearly to both technical and nontechnical users.  Maintain a knowledge base of common issues, troubleshooting steps, and solutions. Customer \& Cross\-Functional Collaboration  Act as a key point of contact for customers during implementation and support.  Build strong working relationships with customer stakeholders.  Understand customer feedback and identify recurring issues or product improvement opportunities.  Work closely with Product and Engineering teams to communicate customer requirements and technical issues.  Coordinate with Project Managers to track implementation milestones, dependencies, and risks.  Participate in customer calls, requirement discussions, product demos, and review meetings where required.  Ensure customer issues and requirements are documented accurately and followed through to completion. Required Qualifications  Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.  1–4 years of experience in technical support, product implementation, application support, SaaS support, or a similar role.  Strong troubleshooting and problem\-solving skills.  Good understanding of web\-based applications and software products.  Basic understanding of databases and SQL is preferred.  Familiarity with APIs, integrations, or web technologies is an advantage.  Good understanding of software implementation and testing processes.  Strong written and verbal communication skills.  Ability to explain technical concepts to non\-technical users.  Strong customer orientation and ownership mindset. Preferred Skills  Experience working with B2B SaaS products or enterprise software.  Exposure to tools such as Jira, Freshdesk, Zendesk, Zoho, ServiceNow, or similar ticketing/project management platforms.  Basic knowledge of REST APIs and JSON.  Ability to use browser developer tools for basic troubleshooting.  Familiarity with SQL queries and database troubleshooting.  Understanding of UAT, QA, defect tracking, and release processes.  Experience with software configuration and customer onboarding.  Exposure to Agile/Scrum environments. What We're Looking For The ideal candidate should be:  Customer\-focused: Takes ownership of customer issues and works toward effective resolution.  Technically curious: Enjoys understanding how software works and troubleshooting problems.  Problem\-solving oriented: Approaches issues logically and looks for root causes.  A strong communicator: Can communicate effectively with both customers and internal technical teams.  Detail\-oriented: Maintains accurate documentation and follows issues through to closure.  Collaborative: Works effectively with Product, Engineering, Project Management, and other teams.  Adaptable: Comfortable learning new technologies, products, and customer workflows.  Accountable: Takes ownership of implementation and support deliverables. Key Performance Indicators Success in this role will be measured through:  Successful and timely customer implementations.  Customer onboarding and adoption.  Resolution time and ticket closure rates.  Adherence to support SLAs.  Quality and accuracy of issue resolution.  Customer satisfaction.  Effective coordination with Product and Engineering teams.  Quality of implementation and support documentation.  Reduction in recurring customer issues through proactive problem\-solving Pay: ₹400,000\.00 \- ₹1,000,000\.00 per year Benefits: * Health insurance * Provident Fund Work Location: In person