Service Desk Manager - IT Support Manager in Rāniganj, India

About The Role

Techdome is looking for a Technical Support Executive to join our client support team. You'll be the primary point of contact for clients based in the PST timezone, helping them resolve technical issues quickly and ensuring a smooth support experience.

Key Responsibilities

Respond to and manage client queries during PST business hours via email, chat, ticketing system, and/or calls

Troubleshoot and resolve technical issues raised by clients in a timely manner

Log, track, and prioritize support tickets based on severity and impact

Escalate complex or unresolved issues to the appropriate internal teams (engineering, product, etc.)

Follow up with clients to confirm issue resolution and gather feedback

Maintain clear documentation of issues, resolutions, and recurring problems

Identify patterns in support requests and flag potential product/process improvements

Ensure SLAs (response time and resolution time) are consistently met

Requirements

• 2–5 years of experience in a technical support, customer support, or helpdesk role
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to work independently during PST hours (specify exact shift timing if fixed, e.g., 9 AM–6 PM PST)
• Comfortable using ticketing/support tools (e.g., Zendesk, Freshdesk, Jira Service Desk )
• Basic understanding of web/software applications, APIs, or relevant technical domain (adjust based on product)
• Ability to stay calm and professional under pressure, especially with frustrated clients

Nice to Have

Experience supporting SaaS products

Familiarity with SQL, basic scripting, or log analysis

Prior experience working with US-based clients

What We Offer

Competitive salary

Remote-friendly work environment

Opportunity to work with international clients

Growth path within technical support / customer success