Tech Support Executive

5 days ago

Salt Lake Kolkata West Bengal, India GTECH WEB SOLUTIONS PVT LTD Full time ₹ 1,80,000 - ₹ 2,40,000 per year

Job Title: Technical Support

Department: IT / Technical Support

Location: Kolkata, Sector V

Employment Type: Full-time

Contact number

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

Job Type: Full-time

Pay: ₹180, ₹240,000.00 per year

Work Location: In person

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