Technical Support Executive - Product based

Experience – 1 to 3 years

Location - Chennai

Shift time - 6.00pm to 3.00 am

Company Description

Fusion My Business is a one-stop-shop for all technological needs with a focus on digital solutions. Our goal is to transform businesses with powerful and adaptable digital solutions that satisfy their immediate needs while unlocking opportunities for future growth.

Key Responsibilities

Customer Support

Provide prompt support to merchants via phone, email, chat, and ticketing systems.

Assist customers in resolving product usage issues and operational queries.

Maintain high customer satisfaction by providing timely and effective solutions.

Technical Support

Troubleshoot issues related to POS systems, payment terminals, online ordering, and mobile applications.

Identify system errors, escalate technical issues to the development team when required.

Guide merchants through product features and system configurations.

Product Assistance

Help customers with software setup, onboarding, and basic training.

Support merchants during new feature updates and product rollouts.

Assist with integrations such as printers, payment devices, and kiosks.

Issue Tracking & Reporting

Log and track customer issues in the support ticketing system.

Document common issues and contribute to knowledge base articles.

Work closely with product and engineering teams to improve system reliability.

Customer Experience Improvement

Gather customer feedback and report improvement suggestions.

Help improve support processes and service quality.

Requirements

2+ years of experience in customer support or technical support roles.

Experience supporting software applications, POS systems, or SaaS platforms is preferred.

Strong troubleshooting and analytical skills.

Good communication skills in English and Tamil (Hindi is a plus).

Ability to handle customer queries calmly and professionally.

Basic understanding of networking, POS hardware, and payment systems is an advantage.

Preferred Skills

Experience with CRM or ticketing tools (Zoho, Freshdesk, Zendesk, etc.).

Knowledge of restaurant or retail POS operations.

Ability to explain technical solutions in a simple way to customers.

Why Join Fusion My Business

Work with an innovative SaaS technology platform serving global businesses.

Opportunity to grow in technical and product support roles.

Dynamic and collaborative work environment.

Exposure to advanced POS, payment, and digital commerce technologies.

Role

Other

Industry Type

IT Services & Consulting

Department

Other

Employment Type

Full Time, Permanent

Job Type

Full-time

Pay

₹25,000.00 - ₹37,000.00 per month

Experience

Technical support

1 year (Required)

Shift availability

Night Shift (Required)

Work Location

In person