Posted:3 hours ago|
Platform:
On-site
Full Time
Job Title: Technical Support
Department: IT / Technical Support
Location: Kolkata, Sector V
Employment Type: Full-time
Key Responsibilities:
∙ Provide hands-on technicalsupportfor 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 processimprovement opportunitiesto increase efficiency and service quality.
Required Skills & Qualifications:
∙ Bachelor’s degree in Computer Science, Information Technology, orrelated 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 tomanage team performance andmotivate staff.
∙ Experience with helpdesk/ticketing systems(e.g., Zendesk,Jira, Freshdesk). ∙ Ability to handle high-pressure situations andmultiple 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
∙ Teamproductivity and attrition rate
Salary: Up to 20K per month
Job Type: Full-time
Pay: ₹10,000.00 - ₹20,000.00 per month
Ashwini Ventures
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