Technical Support Executive (L1/L2 Support)

Location: Bengaluru (Koramangala)
Experience: 2-5 Years
CTC: ₹4 - ₹6 LPA
Working Days: 6 Days a Week
Shift: Rotational Shifts

About Vahak

Vahak is India's largest online transport marketplace, connecting transporters, brokers, and fleet owners across the country.

We are looking for a Technical Support Executive to provide L1 and L2 support for customer, payment, and platform-related issues. The ideal candidate should possess strong SQL and database skills, excellent troubleshooting abilities, and the capability to work closely with Product, Engineering, Operations, and Finance teams to ensure timely issue resolution and a seamless customer experience.

Key Responsibilities

• Handle L1 and L2 customer support queries through calls, emails, chats, and ticketing systems.
• Investigate and resolve platform, transaction, and payment-related issues.
• Analyze database records and execute SQL queries to identify root causes and validate customer concerns.
• Handle customer payment-related queries including failed payments, pending settlements, refunds, wallet issues, and reconciliation discrepancies.
• Monitor user accounts, bookings, transactions, and payment activities.
• Coordinate with Product, Engineering, Finance, and Payment Gateway teams for issue resolution.
• Escalate critical issues and ensure timely closure within defined SLAs.
• Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• Perform data validation and quality checks to ensure platform accuracy.
• Support testing and validation of new features and releases.

Mandatory Skills

• Minimum 2 years of experience in Technical Support, Application Support, Product Support, or similar roles.
• Strong SQL knowledge.
• Hands-on experience with MySQL, PostgreSQL, SQL Server, or similar databases.
• Strong troubleshooting and analytical skills.
• Good understanding of database structures and relationships.
• Excellent communication skills.
• Proficiency in Microsoft Excel.

Preferred Skills

• Exposure to CleverTap, MoEngage, Freshdesk, Zendesk, or similar platforms.
• Basic understanding of APIs and JSON.
• Experience handling payment-related support queries.
• Prior experience in SaaS, Internet, Marketplace, Fintech, or Logistics companies.