Customer Support Engineer

Technical Support Specialist

Department: IT / Technical Support

Location: Kolkata, Sector V

Employment Type: Full-time

Job Summary:

We are seeking a Technical Support Specialist to provide hands-on technical support for complex issues, conduct training sessions, and collaborate with other departments to address technical issues.

Key Responsibilities:

• Provide hands-on technical support for complex or escalated issues
• Conduct regular training sessions to enhance product and troubleshooting knowledge
• Collaborate with other departments (Engineering, QA, Product, etc.) to address recurring technical issues
• Maintain documentation for processes, FAQs, and knowledge base articles
• Identify process improvement opportunities to increase efficiency and service quality

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 1-3 years of experience in technical support
• Strong understanding of IT systems, networks, and troubleshooting tools
• Excellent problem-solving, analytical, and communication skills
• Proven ability to manage team performance and motivate staff
• Experience with helpdesk/ticketing systems (e.g., Zendesk, Jira, Freshdesk)
• Ability to handle high-pressure situations and multiple priorities

Preferred Qualifications:

• Experience in supporting SaaS or enterprise software environments
• Knowledge of CRM systems, APIs, or cloud technologies
• Ability to handle a team is a must
• Key Performance Indicators (KPIs):
• SLA adherence rate
• Customer satisfaction (CSAT/NPS)
• First call resolution rate
• Ticket backlog and response time
• Team productivity and attrition rate

Experience: Minimum 6 months experience (More than 1 year is preferable)

Job Types: Full-time, Permanent

Pay: ₹10,294.61 - ₹18,000.00 per month