Customer Support Executive

Gtech Web Solutions Pvt Ltd.

2 years

0 Lacs

kolkata metropolitan area west bengal india

Posted:1 week ago| Platform:

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Skills Required

support upselling resolve software jira zendesk freshdesk servicenow communication aws azure sql database saas

Work Mode

On-site

Job Type

Full Time

Job Description

GTech Web Solutions Pvt. Ltd.

Customer Support Executive

#customersupport #softwaresupport #CSAT #cross_selling #upselling #callsupport #clienthandling #clientcoordinating #compliencehandling

Key Responsibilities

1. IT Support

Respond to customer queries via phone, email, or ticketing tools.
Troubleshoot and resolve issues related to software, systems and networks.
Guide users through step-by-step solutions and provide clear instructions.
Log and track all support requests, incidents, and resolutions.

2. System & Application Support

Install, configure, and maintain software/applications for clients or internal teams.
Assist in upgrades, patches, and updates.
Monitor performance and escalate major issues to senior technical teams.

3. Customer Handling

Maintain a high level of customer satisfaction through professional communication.
Follow up with users to ensure issues are resolved fully.
Document FAQs, common issues, and solutions. And
Cross sell / upsell
the product.

4. Ticket Management

Prioritize and manage multiple open tickets.
Meet SLA timelines for response and resolution.
Escalate unresolved issues to appropriate departments.

Required Skills and Qualifications

1–2 years of experience in customer support/ technical support/ helpdesk roles.
Strong knowledge of basic Windows and troubleshooting.
Familiarity with ticketing systems (Jira, Zendesk, Freshdesk, ServiceNow, etc.).
Excellent communication and problem-solving skills.
Strong ability of upselling or cross selling.

Preferred Skills

Understanding of cloud platforms (AWS/Azure) is a plus.
Basic knowledge of SQL/database queries.
Experience supporting SaaS products.

Key Competencies

Customer-centric approach
Attention to detail
Patience and empathy
Analytical thinking
Team collaboration

Salary: Upto 18K per month

How to apply:

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