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.
• Share reproduction steps.
• Explain the expected behaviour.
• Explain the actual behaviour.
• Answer developer questions.
• Test the fix after development.
• Confirm the issue with the customer.

You should act as a clear communication point between the customer and developer.

6. Follow Up on Open Issues

Creating a ticket is not the end of your responsibility.

You will track:

• Open issues
• Pending development work
• Issues waiting for customer information
• Issues waiting for testing
• Resolved issues
• Reopened issues

You should make sure important issues do not remain forgotten.

7. Test Fixes

When developers provide a fix, you may be required to test it before communicating the resolution to the customer.

Testing may include:

• Repeating the original steps.
• Checking whether the issue has been resolved.
• Checking related functionality.
• Testing different user scenarios.
• Confirming that the fix has not created another obvious problem.

Basic software testing knowledge will be useful.

8. Customer Communication

You will communicate with customers through approved channels such as:

• Phone
• WhatsApp
• Email
• Support system
• Online meetings

You should explain technical issues in simple language.

Customers may not understand programming terms.

Your responsibility is to make the situation understandable without unnecessarily complicated technical language.

9. Handle Difficult Customers Professionally

Some customers may be frustrated because their software is not working as expected.

You should:

• Listen carefully.
• Avoid arguing.
• Understand the actual problem.
• Explain what you can do.
• Avoid making false promises.
• Give realistic information.
• Escalate serious issues.
• Follow up properly.

You should never blame the customer or developer during a customer conversation.

10. Product Knowledge

You will need to understand our SaaS products properly.

You should know:

• Main features
• User roles
• Account settings
• Common workflows
• Subscription plans
• Basic configuration
• Common errors
• Mobile application
• Reports
• Permissions
• Support procedures

You will receive product training.

11. Documentation

You may help maintain internal support documentation such as:

• Frequently asked questions
• Common problems
• Troubleshooting steps
• Product guides
• Support procedures
• Known issues
• Common error explanations

Good documentation can reduce repeated support requests.

12. Identify Repeated Problems

If many customers report the same problem, you should identify the pattern and report it.

For example:

• Multiple customers cannot use the same feature.
• The same error appears repeatedly.
• Customers repeatedly misunderstand the same workflow.
• A particular mobile feature causes problems.

These patterns can help the technical and product teams improve the software.

13. Work With Customer Success

You may coordinate with the Customer Success team when:

• A customer needs product training.
• A customer has repeated problems.
• A customer is unhappy.
• An onboarding issue becomes technical.
• A customer needs additional assistance.

14. Work With the Product Team

You may share:

• Repeated customer problems
• Feature requests
• Usability problems
• Common support questions
• Product limitations
• Customer feedback

This can help the product team identify areas that need improvement.

Technical Knowledge Required

You should have a basic understanding of:

• Web applications
• Mobile applications
• Browsers
• Internet and networking basics
• User accounts
• Permissions
• Basic databases
• Software troubleshooting
• Basic software testing
• Screenshots and screen recordings
• Basic debugging concepts

Additional Technical Skills

The following will be an advantage:

• HTML
• CSS
• JavaScript basics
• PHP basics
• MySQL basics
• API basics
• HTTP status codes
• Browser Developer Tools
• SQL basics
• Git basics
• Postman or similar API tools

Programming knowledge is not mandatory for this position, but candidates with technical knowledge will have an advantage.

Skills Required

• Problem-solving
• Customer handling
• Technical troubleshooting
• Good communication
• Good listening
• Documentation
• Ticket management
• Basic software testing
• Time management
• Team coordination
• Attention to detail
• Patience

Education

Graduation in any stream is preferred.

Candidates with a technical diploma, BCA, BSc IT, BTech, MCA or similar technical education may have an advantage.

Experience

0 to 3 Years

Freshers with good technical understanding and communication skills can apply.

Candidates with experience in SaaS support, software support, technical support, helpdesk or application support will be preferred.

Communication Requirements

Hindi: Good communication required.

English: Basic to good professional communication preferred.

You should be able to explain technical problems clearly to customers and communicate technical information accurately to developers.

Salary

₹20,000 to ₹40,000 per month + Performance Incentives

The final salary will depend on:

• Technical knowledge
• Experience
• Communication
• Troubleshooting ability
• Interview performance

Employee Benefits

• Competitive fixed salary
• Performance-based incentives
• Paid leave as per company policy
• Weekly off
• SaaS product training
• Technical product training
• Practical experience with real SaaS products
• Exposure to software development teams
• Career growth opportunities
• Regular performance reviews
• Professional working environment

Career Growth

Possible progression:

SaaS Technical Support Executive → Senior Technical Support Executive → Technical Support Lead → SaaS Support Manager

Depending on your technical skills, you may also move towards:

• QA / Software Testing
• Application Support
• Product Support
• Product Operations
• Technical Account Management

Working Schedule

Working Days: Monday to Saturday
Weekly Off: Sunday
Working Hours: 10:00 AM to 8:00 PM
Location: Lucknow, Uttar Pradesh

This is an on-site position.

Who Can Apply?

This role may be suitable for you if you:

• Like solving technical problems.
• Enjoy helping customers.
• Understand computers well.
• Are interested in software.
• Can learn new applications quickly.
• Can explain technical information simply.
• Are comfortable working with developers.
• Like troubleshooting.
• Have experience in technical support.
• Are a fresher with good technical knowledge.

Who May Not Be Suitable?

This position may not be suitable if you:

• Do not like customer communication.
• Do not want to troubleshoot problems.
• Are uncomfortable learning technical software.
• Do not want to coordinate with developers.
• Prefer a purely sales or marketing position.

A Typical Day

Your day may include:

• Checking new support tickets.
• Speaking with customers.
• Troubleshooting product issues.
• Collecting screenshots or recordings.
• Reproducing reported problems.
• Resolving common issues.
• Creating technical tickets for developers.
• Following up on open issues.
• Testing fixes.
• Updating customers.
• Updating support documentation.
• Reporting repeated problems.

Performance Expectations

Performance may be measured through:

• Response time
• Resolution time
• Ticket quality
• Issue identification
• Successful troubleshooting
• Customer communication
• Follow-up discipline
• Documentation quality
• Accuracy of escalation
• Customer satisfaction

The exact targets will be communicated by the management team.

Important: Skill Test Required Before Applying

Complete the Skill Test First

Before applying for this job, please take the test for the same skill.

1. Take Test

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2. Pass Test

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3. Share Certificate

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Take Skill Test →

After passing the test, share your certificate with us. We will then process your application.

Please complete the skill test before submitting your application.

Applications without the required skill-test certificate may not be processed.

Hiring Process

1. Skill Test
2. Certificate Verification
3. Application Screening
4. HR Interview
5. Technical Support Interview
6. Practical Troubleshooting Round
7. Final Discussion
8. Offer

The practical round may include a sample customer problem that you need to troubleshoot and explain.

How to Apply

Step 1: Take the SaaS Technical Support Executive Skill Test.

Step 2: Pass the test and receive your certificate.

Step 3: Share your certificate along with your updated resume.

Skill Test: https://certify.softmaji.in/tests

Company: SoftMaji InfoTech Private Limited
Location: Lucknow, Uttar Pradesh