Technical Support l

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Technical Support I based in India.** Join a customer-focused technical support team dedicated to helping educational institutions resolve technical challenges and maintain reliable digital learning environments. In this remote role, you will provide Tier 1 technical assistance to customers using a leading learning management system (LMS), troubleshooting issues through phone and email. You will investigate reported problems, identify potential solutions, document findings, and escalate complex cases when necessary. Working closely with customers and internal product teams, you will contribute to continuous product improvement and an excellent customer experience. This position offers the opportunity to strengthen your technical troubleshooting skills while gaining exposure to SaaS platforms, web technologies, databases, and enterprise support processes. The ideal candidate is a proactive problem-solver who thrives in a collaborative, distributed environment and is comfortable supporting critical issues outside standard working hours when required. ### Accountabilities: - Provide Tier 1 technical support to customers through phone and email, delivering professional, responsive, and customer-focused assistance. - Investigate, troubleshoot, and document reported technical issues, reproducing problems and gathering the necessary information to identify root causes. - Resolve technical and application-related issues independently whenever possible, escalating more complex cases to Tier 2 support when appropriate. - Draft, review, and publish documentation covering product bugs, fixes, troubleshooting procedures, and known solutions in the Knowledge Base. - Represent the Customer Support team in meetings and reviews with internal product teams and external customers, communicating technical findings and customer feedback effectively. - Take ownership of customer issues throughout the resolution process, ensuring consistent communication, appropriate follow-up, and timely outcomes. - Analyse technical information, identify patterns and recurring issues, and follow established procedures to diagnose application and platform problems. - Collaborate with colleagues across a distributed team to share knowledge, improve support processes, and contribute to service quality. - Participate in a rotating on-call schedule, including nights and weekends, to support high-severity technical incidents. ## Requirements: - Relevant experience in an enterprise-level technical support environment, with the ability to troubleshoot technical issues and deliver high-quality customer service. - Strong analytical and problem-solving skills, including the ability to investigate complex issues, recognise trends, and follow structured diagnostic procedures. - Familiarity with front-end debugging tools, including browser inspectors, developer consoles, and network analysis tools. - Working knowledge of web technologies and concepts such as Software as a Service (SaaS), Single Sign-On (SSO), and APIs. - Basic understanding of relational databases and the ability to read and write simple SQL queries. - Excellent written and spoken English, with strong professional communication skills and the ability to explain technical concepts clearly to both technical and non-technical audiences. - Ability to work independently, manage competing priorities, and multitask effectively in an environment with frequent interruptions. - Strong organisational skills, attention to detail, and a customer-first mindset, with a commitment to following issues through to resolution. - Ability to collaborate effectively with colleagues in a remote, geographically distributed team. - Flexibility to participate in a rotating on-call schedule covering nights and weekends for high-severity incidents. - Legal authorisation to work in India at the time of hire and throughout employment, as visa sponsorship and immigration support are not provided. **Preferred qualifications and experience:** - Previous experience using Blackboard Learn or another learning management system (LMS). - Relevant technical certifications, such as CompTIA A+, Linux+, or CCNA. - Knowledge of data networking, including routers, network configuration, and network operations. - Familiarity with customer relationship management (CRM) platforms, particularly Salesforce. - System administration experience or relevant certifications, such as Microsoft Certified Solutions Associate (MCSA) or Red Hat Certified System Administrator (RHCSA). ## Benefits: - **Work arrangement:** Fully remote position based in Chennai or Bangalore, India. - **Career development:** Opportunity to develop technical troubleshooting, application support, and customer service expertise in an enterprise technology environment. - **Technical exposure:** Hands-on experience with SaaS platforms, web technologies, debugging tools, databases, and learning management systems. - **Cross-functional collaboration:** Work with customer support specialists, product teams, and customers to resolve technical issues and improve product quality. - **Knowledge development:** Build expertise through troubleshooting, technical documentation, and exposure to a wide range of customer issues. - **Professional growth:** Opportunity to strengthen problem-solving, communication, and technical support skills while contributing to digital education solutions.