Job Overview

Job Title:

Tech Support Executive

Location:
Domlur, Bengaluru, Karnataka

About ZaranTech:

ZaranTech is a USA-based global EdTech company that specializes in providing focused individual and corporate training in niche IT technologies. Our expert trainers, with 10+ years of experience in the fast-paced IT industry, deliver role-based training rather than product-based training. We offer training through Instructor-Led and Self-Paced online modes.

Job Profile:

As a Tech Support Executive, you will be responsible for providing technical support to enrolled students. The support will range from LMS, Google Apps, Zoom, and server/tenant support. You will handle support requests through ticketing systems, calls, emails, or SMS. You will receive training in the technologies we use and will assist with both student and internal support issues. Since we offer 24x7 support, the role requires working in rotational shifts.

Key Responsibilities:

• Resolve Tickets: Address student issues with a turnaround time of less than 24 hours.

• Real-Time Support: Assist with common user problems, including software functionality issues, internet/networking troubleshooting, installation issues, and OS/browser-related problems.

• Escalate Issues: Escalate high-priority, critical issues to the appropriate technical team.

• Ownership of Issues: Maintain full ownership of cases and ensure timely resolution.

• Customer Interaction: Serve as the frontline T2 technical contact for customers (both business partners and direct customers).

• Collaboration: Work closely with sales/chat coordinators and escalate issues when needed.

• Remote Resolution: Try to resolve cases remotely, escalating to higher teams if complex or urgent.

• Daily Reporting: Report to your lead daily about any issues and status updates.

Requirements:

• Experience: 2 to 5 years as a Technical Support Executive handling tickets.

• Communication: Good English communication skills (both written and verbal).

• Outgoing Calls: Comfortable making outgoing calls to resolve issues.

• Shift Flexibility: Willing to work in rotational shifts.

• Preferred: Experience with Google Apps (Gmail, Google Drive, Google Sites), Zoom, or prior experience working at an EdTech firm.

Benefits:

• Medical Insurance: For individual and family through Oriental Insurance.

• Salary: Paid directly to your bank account.

• Vacation: Earn 1.5 days of vacation per month.

• Travel Allowance: Based on your profile.

• Overtime Pay: 1.25x for approved overtime.

• Comp Off: Compensation for extra work hours.

• Provident Fund (PF): 100% employer matching.

• Holidays: Follow USA calendar holidays.

Additional Information:

• Job Type: Full-Time

• Location: Domlur, Bengaluru

• Shift Type: Rotational shifts

If you're passionate about tech support and want to contribute to a global EdTech platform, ZaranTech is the place for you. Apply today to join our innovative team!

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