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Easebuzz
Tech SupportEasebuzz • Kolkata
Tech Support

Tech Support

Easebuzz • Kolkata
8 days ago
Job description

Key Responsibilities

User Support & Issue Management:

  • Serve as the first point of contact for operational and technical issues.
  • Attend calls from end users regarding issues or queries.
  • Understand and gather information about user-reported issues.
  • Raise tickets for reported issues and track them until resolution.
  • Ensure First Time Resolution (FTR) wherever possible.

Coordination & Escalation:

  • Identify the appropriate L2 personnel for ticket assignment.
  • Follow up with L2 or other teams until issues are resolved and tickets are closed.
  • Collaborate with operational teams to provide additional generic support required by the bank.

Monitoring & Reporting:

  • Monitor systems for operational issues.
  • Maintain documentation of recurring issues, solutions, and user interactions.
  • Escalate unresolved issues to higher-level technical or operational teams.

Process Adherence & Improvement:

  • Follow standard procedures for issue logging and ticket management.
  • Contribute to continuous improvement by suggesting enhancements in support processes.


Skills Required
operational support , Customer Support, Escalation Management, Technical Troubleshooting, Call Handling
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Tech Support • Kolkata

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