Technical Support Executive

4 hours ago

Kolkata, West Bengal, India Ashwini Ventures Full time ₹ 2,40,000 per year

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, ₹20,000.00 per month

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