Job Title: Customer Support Agent – Technical Support | US Shift Company: Opvia Employment Type: Full-time Shift: US business hours / Night shift

About the Role
Opvia is hiring a Customer Support Agent for a US-based company. We are looking for someone who communicates confidently, enjoys solving problems and has enough technical knowledge to help customers troubleshoot common issues. You will handle incoming calls and support tickets, understand customer concerns and provide transparent, practical solutions. You should be comfortable learning a software product, navigating different tools and explaining technical steps to customers in easy language.

Key Responsibilities
• Answer incoming customer calls professionally and provide timely assistance.
• Manage support tickets from initial enquiry through to resolution.
• Troubleshoot common issues involving account access, login credentials, software setup, browser settings, connectivity and product functionality.
• Ask relevant questions to understand the issue and identify the appropriate solution.
• Walk customers through troubleshooting steps clearly and patiently.
• Escalate complex technical issues to the relevant team with accurate notes, screenshots and steps to reproduce the problem.
• Keep customers informed about progress and follow up on unresolved cases.
• Maintain detailed records of customer interactions, troubleshooting steps and resolutions in the ticketing system.
• Coordinate with internal teams to ensure a smooth customer experience.
• Identify recurring issues and help improve support documentation, FAQs and troubleshooting guides.
• Follow agreed response times, service standards and support procedures.



Required Skills and Qualifications
• Previous experience in customer support, technical support, helpdesk or a similar role.
• Strong spoken and written English, with the confidence to speak with US customers over calls.
• Basic technical expertise and a structured approach to troubleshooting.
• Working knowledge of web applications, browsers, operating systems and common connectivity issues.
• Familiarity with ticketing systems or CRM platforms such as Zendesk, Freshdesk, Intercom, Salesforce or similar tools.
• Ability to explain technical instructions clearly to customers with different levels of technical understanding.
• Strong listening skills, patience and attention to detail.
• Ability to prioritise multiple tickets while maintaining accurate records.
• Willingness and availability to work US business hours, including night shifts in India. Preferred Qualifications
• Experience supporting US or international customers.
• Previous experience supporting a software or SaaS product.
• Familiarity with remote troubleshooting, screen-sharing tools and knowledge bases.
• Experience working against customer support metrics such as response time, resolution time and customer satisfaction. What We’re Looking For Someone who takes ownership of customer issues, stays calm during challenging conversations and follows through until the customer has a clear resolution or next step. You do not need to be a developer, but you should be technically comfortable, curious and willing to learn.

How to Apply
Apply through LinkedIn with your updated CV. Please mention your relevant customer support experience, technical skills, notice period and availability to work US shifts.

📌 Customer Support Agent – Technical Support | US Shift (Kolkata)
🏢 Opvia
📍 Kolkata