Pune · On-site

Technical Support Specialist

Full-timePosted 12 Oct

Salary: Not disclosed
Experience: 0–1 years
Eligible batches: 2024 · 2025 · 2026
Location: PuneOn-site

About the role

OpenGov is seeking a Technical Support Specialist for its Pune office. The role is entry‑level, full‑time and onsite, and focuses on delivering omni‑channel assistance—phone, chat, web and email—to government customers using the OpenGov ERP platform. You will receive structured training, mentorship and a clear path for growth while handling a case backlog and providing occasional software training.

Responsibilities

Respond to customer inquiries across all support channels, meeting service‑level targets and aiming for first‑contact resolution.
Log and update cases in Salesforce Service Cloud, documenting steps and outcomes.
Prioritize and triage incidents, applying technical judgment to resolve or escalate issues.
Research known issues, troubleshoot a variety of technologies, and reproduce problems for analysis.
Deliver technical guidance and ad‑hoc training to customers and internal teams.
Contribute to the knowledge base and participate in scheduled training sessions, including AI‑tool usage.

Eligibility

Technical degree preferred (e.g., Computer Science or related field).
Strong analytical mindset and problem‑solving ability.
Excellent written and verbal communication skills.
Ability to work specific shifts, including on‑call rotation.
Willingness to learn new technologies quickly.

Skills

Experience with data management, ETL pipelines, API troubleshooting, CSS, utility billing, budgeting or procurement software.
Proficiency in using Salesforce Service Cloud for case management.
Solid documentation and organizational skills.
Team collaboration and time‑management capabilities.
Interest in applying AI tools to improve support efficiency.