Customer Support Executive

Job Title: Technical Support Department: IT / Technical Support Location: Kolkata, Sector V Employment Type: Full-time 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