Job Description

Job Description
Summary:
We are seeking a dynamic and technically adept Zoho Support Manager to join our growing technology team in Surat or remotely. This role is pivotal in ensuring seamless operation and user satisfaction across Zoho-based platforms used internally and by clients. The ideal candidate will serve as the primary technical liaison, troubleshooting complex issues, providing timely support, and contributing to system optimization. With a strong foundation in technical problem-solving, hands-on Zoho experience, and basic coding proficiency, you will play a key role in enhancing platform reliability, user experience, and operational efficiency. This position offers a unique opportunity to grow within a fast-paced tech environment while supporting mission-critical business systems.

Responsibilities:
  • Provide first and second-level technical support for Zoho CRM, Zoho Recruit, Zoho Mail, and other Zoho suite applications.
  • Diagnose, troubleshoot, and resolve technical issues reported by internal teams and clients promptly and effectively.
  • Collaborate with development and product teams to escalate and track resolution of complex system bugs and feature gaps.
  • Develop and maintain documentation for common issues, workflows, and system configurations.
  • Utilize basic coding (JavaScript, SQL, or Zoho Creator scripting) to customize workflows, automate repetitive tasks, and enhance system functionality.
  • Conduct user training sessions and create knowledge base content to improve self-service capabilities.
  • Monitor system performance and proactively identify potential issues before they impact users.
  • Assist in the implementation and configuration of new Zoho modules and integrations.
  • Maintain accurate records of support tickets, resolutions, and service-level agreements (SLAs).
  • Stay updated on Zoho product updates, new features, and best practices to ensure optimal system utilization.


Requirements

Requirements:
  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
  • 0–2 years of hands-on experience in technical support, IT helpdesk, or Zoho ecosystem administration.
  • Strong technical aptitude with proven experience in troubleshooting Zoho CRM, Zoho Books, Zoho Projects, and Zoho Flow.
  • Proficiency in basic coding/scripting languages such as JavaScript, SQL, or Zoho Creator scripting.
  • Familiarity with API integrations, web services, and data migration processes.
  • Excellent problem-solving skills and a customer-focused mindset.
  • Ability to communicate technical concepts clearly to non-technical users.
  • Self-motivated, detail-oriented, and capable of working independently or in a team environment.
  • Willingness to work remotely or from our Surat office with flexible hours as needed.
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Preferred Skills: (Not mandatoty)
  • Certification in Zoho (e.g., Zoho Certified Associate or similar).
  • Experience with Zoho Creator or Zoho Analytics.
  • Exposure to Agile or DevOps practices.


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