Technical Support Specialist

Protocol Zone; Ahmedabad District; On-site; INR 420,000 - 640,000; Full time

Benefits offered by this job

Competitive salary with incentives

Exposure to global clients

Career growth and on-the-job training

Job summary

Protocol Zone is seeking a Technical Support Specialist to assist web application users with clear communication and a solid IT foundation. The role involves working in rotational shifts, including nights, and requires someone who is technically sound, well-spoken, and professionally groomed to handle global client interactions via calls, emails, chat, and ticketing platforms.

As the first point of contact for technical issues, you will diagnose problems, resolve them efficiently, and

Qualifications

• Excellent spoken and written English communication with neutral accent and good grammar.
• Basic knowledge of IT systems (Windows, Linux/macOS) and web technologies.
• Strong problem-solving and multitasking capabilities.
• Familiarity with ticketing tools.

Responsibilities

• Deliver technical support to end-users for our web applications across multiple channels (call, email, chat, and ticketing).
• Troubleshoot and resolve issues related to application performance, access, or functionality.
• Escalate unresolved cases to engineering or product teams with proper documentation.
• Assist users with website updates, account setups, and feature-related queries.
• Maintain detailed logs of issues, resolutions, and follow-ups in the support system.
• Manage user access and permissions securely, following internal protocols.
• Provide regular updates to users, ensuring a customer-first approach at every touchpoint.

Skills

English communication

IT basics

Web technologies

Problem solving

Multitasking

Ticketing tools

Rotational shifts

Tools

Ticketing systems

Job description

We are hiring a Technical Support Specialist with strong communication skills and a well-rounded technical foundation to support our web application users. This role involves working in rotational shifts (including nights) and requires someone who is technically sound, well-spoken, and professionally groomed to handle global client interactions via calls, emails, chat, and ticketing platforms.

As the first point of contact for technical issues, you'll ensure smooth user experiences by diagnosing problems, resolving them efficiently, and collaborating with our internal tech teams when necessary. If you are looking to build a strong foundation in IT support while working in a dynamic, fast-paced environmentthis is the opportunity for you.

Key Responsibilities

• Deliver technical support to end-users for our web applications across multiple channels (call, email, chat, and ticketing).
• Troubleshoot and resolve issues related to application performance, access, or functionality.
• Escalate unresolved cases to engineering or product teams with proper documentation.
• Assist users with website updates, account setups, and feature-related queries.
• Maintain detailed logs of issues, resolutions, and follow-ups in the support system.
• Manage user access and permissions securely, following internal protocols.
• Provide regular updates to users, ensuring a customer-first approach at every touchpoint.

Required Skills

• Excellent spoken and written English communication skills, neutral accent, and strong grammar.
• Technically groomed with basic knowledge of IT systems (Windows, Linux/macOS) and web technologies.
• Analytical mindset with strong problem-solving and multitasking capabilities.
• Familiarity with ticketing tools.
• Ability to adapt to rotational shifts (morning, evening, and night) and work with global clients.

Why Join Us?

• Competitive salary with performance incentives
• Exposure to global clients and real-time troubleshooting
• Career growth in a supportive, tech-driven environment
• On-the-job training and skill development opportunities