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Technical Support Executive



IT, Customer Service
Pune, Maharashtra, India
Posted on Friday, May 3, 2024

Company overview:

TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

As part of our Customer Success organization, the Technical Support Executive is critical to help assure the overall success and satisfaction of customers in utilizing solutions in the TraceLink digital network.
This role requires a unique combination of skills including strong written and verbal communications, problem handling, problem solving, and administration to be successful. The target candidate will have experience working with web applications, monitoring, and responding to customer inquiries, managing customer data, and troubleshooting and solving customer issues.


  • Review and respond to all incoming customer communications professionally and with a “smile”
  • Strong problem analysis skills and ability to work in a fast-paced, high demand work environment
  • Ability to cope with varying workload and self manage assigned tasks
  • Follow up on customer communications with request for additional information
  • Must be detailed oriented – with strong attention to accuracy and problem solving
  • Work closely with Primary Technical Support team/Cross functional teams to provide solution to customers in an efficient manner and ensure the highest level of customer satisfaction
  • Resolve and/or route issues based on documented operating procedures
  • Collaborate with Tier1/cross functional teams for ad hoc tasks
  • Liaise/support inter-department requirements to increase service level to our customers
  • The ability to produce well-written technical documents/playbooks and proactively share updates received from cross functional teams.
  • Share lessons learned and outside experiences regarding technologies, tools, and processes/Best practices
  • Flexible and goes the extra mile to provide coverage during team absence
  • Provide feedback and recommendations to improve operations
  • A willingness to learn new technology
  • Send Daily, Weekly and Monthly productivity reports to reporting Manager


  • Previous work experience in supporting SaaS applications
  • Strong, customer-friendly communication, attitude, and passion
  • Excellent verbal and written communication skills and ability to be assertive
  • Highly customer focused and very responsive
  • Can do, get it done attitude
  • Ability to follow operational processes
  • Degree in BSC IT, BE/BETech Computer Science
  • 2-3 years working experience as a Technical Support Executive
  • Ready to work in a 24X5 and eventually a 24X7 work environment
  • Technical Skills: Linux/Unix Troubleshooting, Data parsing, Reading logs, XML, good understanding of Database SQL/NOSQL, Excel/CSV, Secure CRT
  • Working knowledge of SalesForce/Service Cloud, Jira, Confluence
  • Good to have skills:
    • Bash/Shell scripting
    • EDI
    • Java scripting
    • ServiceNow

Please see the Tracelink Privacy Policy for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact Candidate-Privacy@tracelink.com.