Technical Support Representative (US Shift)
adit· T1 Customer Support
About this role
Job Description:
We are seeking a highly motivated and customer-oriented Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to customers utilizing our Software as a Service (SaaS) products primarily through voice channels. You will be the first point of contact for customers experiencing technical issues and will provide prompt and effective resolutions to ensure customer satisfaction.
Responsibilities:
- Provide excellent technical support to customers via phone and other voice channels.
- Troubleshoot and resolve software and technical issues related to our SaaS products.
- Assist customers with product installation, configuration, and usage inquiries.
- Document all customer interactions, including details of the issue and steps taken for resolution, in our ticketing system.
- Escalate complex technical issues to the appropriate teams, such as developers or senior support staff, while ensuring timely and accurate communication with the customer.
- Collaborate with cross-functional teams to address customer concerns and provide feedback on product improvements.
- Stay up-to-date with product knowledge, industry trends, and best practices to enhance technical support delivery.
- Contribute to the development and maintenance of support documentation, knowledge base articles, and FAQs.
- Provide exceptional customer service by ensuring high customer satisfaction and timely issue resolution.
Requirements:
- Willing to work in US shift (6.30 pm to 3.30 am IST)
- Education should be in tech background like Computer engineering/ Computer science / MCA/ MSCIT/B.tech/ M.tech etc.
- Proven work experience as a Technical Support Specialist or similar role, preferably with a focus on voice support and SaaS products.
- Strong technical aptitude and ability to troubleshoot and resolve software-related issues.
- Excellent verbal communication skills and the ability to effectively communicate complex technical concepts to customers in a clear and concise manner.
- Familiarity with SaaS products and a good understanding of the underlying technologies and concepts.
- Proficiency in using ticketing systems or customer relationship management (CRM) tools to manage customer interactions and track support cases.
- Ability to work independently, prioritize tasks, and manage time effectively to meet customer support SLAs.
- Patience, empathy, and a customer-centric approach to provide exceptional support experiences.
- Flexibility to work in shifts, including evenings and weekends, to provide coverage for customer support operations.
- Should be customer centric and expert in troubleshooting & diagnostic skills.
- Must have excellent written and verbal communication skills preferably looking for people who worked with overseas clients.
- Knowledge of product installation and implementation is a plus.
- Knowledge on VOIP, routers, networking, switches will be added advantage.
Why Adit?
- We trust our people and offer completely remote opportunities.
- Flexible work schedules for better work-life balance.
- Group of 600 + Agile, Smart and Dynamic IT Professionals.
- Supportive and collaborative work environment.
- 5 days working company (Monday - Friday). All weekends are Off!
- Great working and learning environment
- Company Sponsored Insurance!
Frequently Asked Questions
What is the salary for the Technical Support Representative (US Shift) role at adit?
The listed salary for this Technical Support Representative (US Shift) position at adit is INR 45K–65K. This is a remote FULL TIME role.
Is the Technical Support Representative (US Shift) job at adit remote?
Yes, this Technical Support Representative (US Shift) position at adit is remote, with team members based in Ahmedabad, GJ, India, Remote, Oregon, United States. You can work from home or anywhere in the supported regions.
Is the Technical Support Representative (US Shift) role at adit full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Technical Support Representative (US Shift) role in the T1 Customer Support department at adit.
Which team or department does the Technical Support Representative (US Shift) at adit belong to?
This Technical Support Representative (US Shift) position is part of the T1 Customer Support department at adit. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Technical Support Representative (US Shift) position at adit?
Click the "Apply Now" button on this page. You will be redirected to adit's official application portal hosted on keka where you can submit your application directly.
When was the Technical Support Representative (US Shift) job at adit posted?
This Technical Support Representative (US Shift) position at adit was posted on May 22, 2026. Apply as soon as possible — early applications are often reviewed first.
Technical Support Representative (US Shift)
adit · 💰 INR 45K–65K
You'll be redirected to adit's official application page on keka.