Tech Support

Easebuzz

1 - 2 years

4 - 6 Lacs

kolkata west bengal india

Posted:2 days ago| Platform: Foundit logo

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Skills Required

technical troubleshooting ticket management customer support call handling operational support escalation management

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

User Support & Issue Management:

Serve as the
first point of contact
for operational and technical issues.
Attend calls from end users regarding issues or queries.
Understand and gather information about user-reported issues.
Raise tickets for reported issues and track them until resolution.
Ensure
First Time Resolution (FTR)
wherever possible.

Coordination & Escalation:

Identify the appropriate
L2 personnel
for ticket assignment.
Follow up with L2 or other teams until issues are resolved and tickets are closed.
Collaborate with operational teams to provide additional generic support required by the bank.

Monitoring & Reporting:

Monitor systems for operational issues.
Maintain documentation of recurring issues, solutions, and user interactions.
Escalate unresolved issues to higher-level technical or operational teams.

Process Adherence & Improvement:

Follow standard procedures for issue logging and ticket management.
Contribute to
continuous improvement
by suggesting enhancements in support processes.

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