Technical Support Specialist

Protocolzone Private Limited; Ahmedabad District; On-site; INR 300,000 - 420,000; Full time

Job summary

Protocolzone Private Limited is hiring a Technical Support Specialist to assist web application users across global clients. The role offers multi-channel support (calls, emails, chat, tickets) with rotational shifts, including nights, requiring clear communication and basic IT system knowledge.

You will diagnose issues, document resolutions, and collaborate with engineering teams to ensure smooth user experiences while delivering customer-first support in a fast-paced environment.

Qualifications

• Proficient in handling web application support via calls, email, chat and tickets.
• Experience troubleshooting across Windows/Linux/macOS environments.
• Strong English communication and customer-facing skills.

Responsibilities

• Deliver technical support to end-users for web applications via calls, email, chat, and tickets.
• Troubleshoot issues related to performance, access, or functionality.
• Escalate unresolved cases to engineering with proper documentation.
• Assist users with website updates, account setups, and feature queries.
• Maintain detailed logs of issues, resolutions and follow-ups in the ticketing system.
• Manage user access and permissions securely following internal protocols.
• Provide regular updates to users with a customer-first approach.

Skills

English communication

Technical foundation

Problem solving

Multitasking

Ticketing tools

Tools

Windows

Linux

macOS

Job description

Notice Period: Immediate joiners are preferred. (Max. 30 Days)

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 environment, this is the opportunity for you.

Key Responsibilities

• Deliver technical support to end-users for our web applications across multiple channels (call, email, chat, 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 and work with global clients.