URGENT REQUIREMENT !!

Company Overview

ThirstyDevs Infotech is a dynamic and growing IT company headquartered in Rajkot, specializing in building and managing SaaS platforms.

Job Overview

We are seeking a dedicated and skilled Customer Support & Technical Operations Specialist to join our team at ThirstyDevs Infotech. Here, you will provide essential technical support and assistance to our customers, You will address customer inquiries via chat & email, resolve technical issues yourself or pass them to the related person, and contribute to a positive customer experience.

Apart from that you will be performing Technical Tasks related to our sites.

Qualifications and Skills

• Excellent communication skills to effectively interact with customers and articulate technical concepts clearly (Mandatory skill).
• Strong troubleshooting abilities to quickly diagnose and solve technical issues, minimizing downtime and customer frustration.
• Proficiency in remote desktop support to assist customers in real-time, ensuring their systems are running optimally.
• Experience with technical documentation to maintain accurate records of customer interactions, issues, and resolutions.
• Familiarity with customer relationship management (CRM) systems to efficiently track and manage customer support tickets and queries.
• Ability to maintain professional and positive relationships with customers to enhance their overall satisfaction and loyalty.

Optional but would've greater if having..:

• Knowledge of PHP for troubleshooting and supporting applications developed using this programming language.
• Basics of Flutter to assist customers facing issues related to mobile app development on our platform.

Roles and Responsibilities

• Provide technical support to customers via email, and chat to resolve their issues promptly and efficiently.
• Diagnose and troubleshoot customer inquiries regarding our SaaS platforms and related applications.
• Create and update technical documentation to ensure comprehensive records of common issues and resolutions.
• Manage and prioritize support tickets in the CRM system to ensure timely responses and resolutions.
• Collaborate with the development team to escalate and resolve complex technical issues as needed.
• Educate customers on new features and updates to enhance their understanding and usage of our products.
• Gather customer feedback to contribute to continuous improvement efforts and product enhancements.