Greetings from GTech Web Solutions Pvt. Ltd.
We are looking for a Customer Support Executive to join our for Kolkata,Salt Lake Sector V office.
#customersupport #softwaresupport #CSAT #cross_selling #upselling #callsupport #clienthandling #clientcoordinating #compliencehandling
Key Responsibilities
1. IT Support
- Respond to customer queries via phone, email, or ticketing tools.
- Troubleshoot and resolve issues related to software, systems and networks.
- Guide users through step-by-step solutions and provide clear instructions.
- Log and track all support requests, incidents, and resolutions.
2. System & Application Support
- Install, configure, and maintain software/applications for clients or internal teams.
- Assist in upgrades, patches, and updates.
- Monitor performance and escalate major issues to senior technical teams.
3. Customer Handling
- Maintain a high level of customer satisfaction through professional communication.
- Follow up with users to ensure issues are resolved fully.
- Document FAQs, common issues, and solutions. And Cross sell / upsell the product.
4. Ticket Management
- Prioritize and manage multiple open tickets.
- Meet SLA timelines for response and resolution.
- Escalate unresolved issues to appropriate departments.
Required Skills and Qualifications
- 12 years of experience in customer support/ technical support/ helpdesk roles.
- Strong knowledge of basic Windows and troubleshooting.
- Familiarity with ticketing systems (Jira, Zendesk, Freshdesk, ServiceNow, etc.).
- Excellent communication and problem-solving skills.
- Strong ability of upselling or cross selling.
Preferred Skills
- Understanding of cloud platforms (AWS/Azure) is a plus.
- Basic knowledge of SQL/database queries.
- Experience supporting SaaS products.
Key Competencies
- Customer-centric approach
- Attention to detail
- Patience and empathy
- Analytical thinking
- Team collaboration
Salary: Upto 18K per month
How to apply: Interested candidate, kindly share your CV on +91 6292294772 or email at [Confidential Information]
