Technical support

About the Role

SOFTURECS AI LABS PVT LTD is a technology-focused organization specializing in modern software and AI-driven solutions. This is a full-time, on-site position in Hyderabad. The role involves handling user queries and technical issues related to software and systems, primarily via email, chat, and phone.

Key Responsibilities

• Handle user queries and technical issues via email, chat, and phone.
• Assist in troubleshooting basic hardware and software problems.
• Document incidents.
• Escalate complex issues to senior team members.
• Monitor tickets.
• Follow standard support procedures.
• Update knowledge bases.
• Communicate resolutions clearly to users.
• Participate in training sessions.
• Learn internal tools and platforms.
• Collaborate with development and operations teams to improve service quality.

Requirements & Tech Stack

• Ability to learn and use ticketing tools, remote support applications, and diagnostic utilities.

Qualifications

• Foundational knowledge of computer systems, operating systems, and basic networking concepts.
• Strong written and verbal communication skills.
• Problem-solving mindset with attention to detail.
• Willingness to follow documented processes.
• Ability to work on-site in Hyderabad.
• Ability to manage time effectively.
• Ability to handle multiple support requests.
• Bachelor’s degree or diploma in Computer Science, Information Technology, Electronics, or a related field (or equivalent practical knowledge).
• Interest in AI, software products, and continuous skill development.
• Prior internships or projects in technical support or IT helpdesk are a plus.
• Team-oriented attitude.
• Openness to feedback.
• Commitment to providing inclusive, respectful customer support.