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Brief DescriptionWe are looking for a Technical Support Executive to support our CRM & Marketing Automation SaaS product. The ideal candidate will be responsible for customer onboarding, technical support, training, and issue resolution, ensuring customers successfully adopt and use the platform. This role requires a mix of technical understanding, problem-solving ability, and strong customer communication skills.Key Responsibilities Customer Support & Issue Resolution
Provide technical support to customers via chat, email, call, and ticketing systems
CRM setup and usage
Marketing automation workflows
Integrations (APIs, webhooks, third-party tools)
User access, roles, and permissions Troubleshoot and resolve issues related to:
Escalate complex issues to the development team with proper documentation
Customer Onboarding
Assist new customers with product onboarding and initial setup
Account configuration
CRM data setup and import
Basic automation and campaign setup Guide customers through:
Ensure smooth and timely go-live for new customers
Training & Product Enablement
Conduct product demos and training sessions (one-on-one or group)
Educate customers on best practices and feature usage
Create or assist with:
Help guides
FAQs
Video tutorials or documentation
Customer Success & Relationship Management
Act as a trusted point of contact for customer technical queries
Ensure high customer satisfaction and reduce churn through proactive support
Collect customer feedback and share insights with product and management teams
Internal Coordination & Documentation
Maintain accurate records of issues, resolutions, and customer interactions
Work closely with product, engineering, and sales teams
Identify recurring issues and suggest improvements to product or support processes
Preferred Skills
Experience: 1–3 years of experience in technical support for SaaS, CRM, or marketing automation products
Technical Skills: Basic knowledge of CRM systems, cloud-based applications, APIs, and webhooks
Support Skills: Hands-on experience in customer onboarding, training, and troubleshooting technical issues
Communication: Strong verbal and written communication skills with a customer-first approach
Education: B.Tech or M.C.A. preferred
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