Technical Support Executive

Department: IT / Technical Support

Reports To: Technical Support Manager / Operations Manager

Location: Kolkata, Sector V

Employment Type: Full-time

Salary: Upto 16K per month

Job Summary:

The Tech Support Executive is responsible for providing technical assistance, troubleshooting, and resolving customer issues related to software, applications, or network systems with the Cross selling and Upselling abilities.

Key Responsibilities

1. Technical 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 & Qualifications

· Bachelor’s degree in IT, Computer Science, or related field.

· 1–3 years of experience in technical support/helpdesk roles.

· Strong knowledge of Windows/Linux OS, networking basics, 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

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Work Location: In person