Technical Support Specialist

Recruitment Mantra Hiring Tech Systems Coordinator for Expat Solutions Pvt Ltd | Location: Kolkata | CTC 4 LPA

The Tech Systems Coordinator will play a key role in supporting client service operations and internal teams by ensuring efficient usage of the Total Tax applications and related systems. The role involves handling client communication, providing system-related support to internal departments, identifying technical issues, and assisting in improving internal tools including the AI Live Chat system.

Educational Qualification

• Any Graduate (B.Com preferred)

Language Requirement

• Strong proficiency in English, both written and verbal

Shift Requirements

Candidates should be flexible to work in rotational shifts, including:

• 10:00 AM 7:00 PM
• 12:00 PM 8:00 PM
• 8:00 PM 4:00 AM

Client Support Responsibilities

• Deliver an exceptional client experience with the aim of achieving 5-star client feedback
• Respond promptly and professionally to client emails and messages
• Coordinate with internal teams to ensure high-quality client service delivery
• Ensure accuracy and completeness of tax information received from clients, including Tax Data Organizer and supporting tax documents
• Maintain a professional and courteous communication standard when interacting with clients

Internal Systems & Operational Support

• Provide internal support to employees on the use of Total Tax applications and related systems
• Assist internal teams with system-related queries and operational issues
• Help train and improve the AI Live Chat system by reviewing conversations and identifying improvement opportunities
• Identify, document, and track system bugs or technical issues
• Report issues and feedback to the Project Management team and follow up for timely resolution
• Support teams during system updates, new feature rollouts, and operational improvements

Professional Expectations

The selected candidate is expected to perform all assigned duties professionally, responsibly, and to the best of their abilities, contributing positively to both client service standards and internal operational efficiency.