Technical Support Specialist

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