Technical Support Specialist

3 weeks ago


Kolkata, India OpenHire Full time

- Salary: 18K per month Location:Kolkata 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



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