Suvasish Datta
Support Specialist
Active 1 day ago
+880 (1819) 213109
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Overview
Timeline
Roles
Overview
IT and customer support professional with experience leading daily support operations, handling escalations, and improving service outcomes using SLA and customer satisfaction metrics. Skilled in mentoring support staff, coordinating with cross-functional teams, and maintaining troubleshooting knowledge resources. Also lists working knowledge of Jira, Salesforce, and NetSuite.
Timeline
Assistant Support Manager
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Lead
Field Nation Ltd
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Full-Time
Assisted in managing daily IT support operations across L1–L3 teams to ensure timely resolution of technical issues. Coordinated complex incident escalations with senior engineers and supported preventive actions based on incident trends. Mentored support technicians, collaborated with Product/Engineering/QA to address recurring issues, and supported onboarding of new staff with training on tools and processes.
Sr. Support Specialist
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Senior
Field Nation Ltd
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Full-Time
Led day-to-day coordination of customer support operations across phone, email, and chat. Acted as the primary escalation point for high-priority issues, focusing on resolution, complaint handling, and root-cause analysis. Trained and mentored junior support agents and monitored SLA, response times, and CSAT/NPS to drive process improvements and better service quality.
North South University
Bachelor's Degree