Technical Support Specialist (Remote)
TalentPop App · Mumbai Metropolitan Region
- Hybrid
- Full-time
- $75,000 / year
- Mumbai Metropolitan Region
Job highlights
- Provide expert technical support for a SaaS platform.
- Troubleshoot complex integrations and configurations.
- Guide customers through onboarding and implementation.
- Contribute to product knowledge base.
- Advance career with growth opportunities.
About the role
Technical Support Specialist - TalentPop App
We’re hiring a Technical Support Specialist to support a complex SaaS platform in a high-performance environment. This role goes beyond basic support — you’ll troubleshoot deeply, guide customers through implementation, and act as a product expert.
Key Responsibilities
- Provide technical support via chat and Slack
- Troubleshoot integrations, automations, and configurations
- Support onboarding and product implementation
- Create and maintain help center documentation
- Escalate product issues and share feedback with engineering
- Collaborate with cross-functional teams
What Success Looks Like
- High CSAT and fast response times
- Strong first-contact resolution rate
- Consistent knowledge base contributions
- Successful support of onboarding and setup
- Recognized as a product expert internally
Qualifications
- 2+ years of technical support experience (SaaS required)
- Strong troubleshooting and analytical thinking
- Experience with Zendesk or Gorgias preferred
- Strong written communication skills
- Comfortable explaining technical concepts to non-technical users
Ideal Candidate
- Proactive and resourceful
- Strong problem-solver
- Professional and well-spoken
- Comfortable joining customer calls (Google Meet)
- Eager to learn and grow
Tech & Work Requirements
- Minimum of Core i3 or Ryzen 3 with at least 8GB RAM
- 30 Mbps internet connection (LAN) + backup connection required
- Reliable power source and backup setup
Perks & Benefits
- Annual performance-based increases
- Paid time off
- Health and dental insurance or a monthly health stipend
- Holiday bonuses
- Permanent work-from-home setup
- Opportunities for career advancement as we continue to grow
Ready to Join Us?
If you’re someone who enjoys solving complex problems, learning new systems, and going beyond surface-level support, this role is for you. We’re looking for driven individuals who are resourceful, proactive, and ready to grow into a product expert. Apply today and take the next step in your technical support career.
Key skills/competency
- Technical Support
- SaaS Platform
- Troubleshooting
- Customer Onboarding
- Product Expertise
- Help Center Documentation
- Zendesk
- Gorgias
- Analytical Thinking
- Communication Skills
Skills & topics
- Technical Support Specialist
- SaaS Support
- Customer Support
- Technical Troubleshooting
- Help Desk
- Zendesk
- Gorgias
- Remote Work
- Customer Success
- Product Support
How to get hired
- Tailor your resume: Highlight SaaS technical support, troubleshooting, and customer interaction experience.
- Showcase problem-solving: Emphasize your analytical thinking and ability to explain technical concepts.
- Prepare for calls: Be ready to discuss your experience with Zendesk or Gorgias and customer success metrics.
- Demonstrate technical setup: Confirm you meet the internet speed and hardware requirements for remote work.
Technical preparation
Master SaaS platform troubleshooting techniques.,Practice explaining technical concepts clearly.,Familiarize yourself with Zendesk or Gorgias.,Ensure stable internet and power backup.
Behavioral questions
Describe a complex technical problem you solved.,How do you handle frustrated customers?,How do you contribute to team knowledge bases?,How do you prioritize multiple support requests?
Frequently asked questions
- What are the core responsibilities of a Technical Support Specialist at TalentPop App?
- The Technical Support Specialist at TalentPop App is responsible for providing in-depth technical support via chat and Slack, troubleshooting complex issues related to integrations, automations, and configurations, supporting customer onboarding and product implementation, creating and maintaining help center documentation, and escalating product issues to the engineering team.
- What qualifications are essential for the Technical Support Specialist role at TalentPop App?
- Essential qualifications include at least 2 years of technical support experience specifically with SaaS platforms, strong troubleshooting and analytical thinking skills, good written communication, and the ability to explain technical concepts to non-technical users. Experience with Zendesk or Gorgias is preferred.
- What does success look like for a Technical Support Specialist at TalentPop App?
- Success is measured by achieving high customer satisfaction (CSAT) and fast response times, a strong first-contact resolution rate, consistent contributions to the knowledge base, successful support of customer onboarding and setup, and being recognized as a product expert within the company.
- Are there specific technical requirements for this remote role at TalentPop App?
- Yes, candidates must have a minimum of a Core i3 or Ryzen 3 processor with at least 8GB of RAM, a 30 Mbps internet connection with a LAN connection and a backup, and a reliable power source with a backup setup for this permanent work-from-home position.
- What are the benefits of working as a Technical Support Specialist at TalentPop App?
- TalentPop App offers annual performance-based increases, paid time off, health and dental insurance or a monthly health stipend, holiday bonuses, a permanent work-from-home setup, and significant opportunities for career advancement as the company grows.
- How does TalentPop App support the professional growth of its Technical Support Specialists?
- TalentPop App provides opportunities for career advancement as the company continues to grow, encouraging its Technical Support Specialists to become product experts and develop their skills in a high-performance environment.
- What type of communication channels will a Technical Support Specialist use at TalentPop App?
- A Technical Support Specialist at TalentPop App will primarily use chat and Slack for providing technical support and will also be comfortable joining customer calls via Google Meet.