---
title: "Biswadeep Rai - Specialist in Bengaluru | Tal"
description: "Meet Biswadeep Rai, Social Media & Customer/Technical Support Specialist | Social Media Community Management | CX Quality & Engagement | Escalations | RCA based in Bengaluru."
image: "https://tal.club/meet/biswadeep-rai/share-image"
---

# Biswadeep Rai on Tal

## Headline

Social Media & Customer/Technical Support Specialist \| Social Media Community Management \| CX Quality & Engagement \| Escalations \| RCA

## About

Detail\-oriented Support Specialist with 4\+ years of experience supporting live\-service digital/SaaS products in high\-volume, fast\-paced environments\. Skilled in resolving complex technical and customer issues through CRM/log investigation, structured troubleshooting, cross\-functional collaboration, and data\-driven investigation while improving user experience and support efficiency\.

## Location

Bengaluru

## Work experience

Specialist at IntouchCX, Feb 2023 \- Mar 2026 · 3 yrs 2 mos, Bengaluru, Customer/Tech Support Specialist \- Delivered customer and technical support across phone, email, chat, app reviews, and social media channels in a high\-volume environment\. \- Troubleshot issues related to subscriptions, payments, refunds, account access, and platform functionality while ensuring SLA compliance\. \- Performed structured troubleshooting, investigations, pattern identification, and log/data validation to resolve technical issues and escalations\. \- Conducted root cause analysis using logs, app data, device information, and customer reports to identify recurring issues and defects\. \- Collaborated with cross\-functional and external stakeholders to validate issues and improve resolution workflows\. \-Maintained accurate CRM documentation, case records, and incident updates to ensure effective case management and auditability\. \- Communicated proactively with customers during incidents, providing troubleshooting guidance, updates, and resolution follow\-ups\. \- Identified recurring technical and release\-related issues through trend analysis, incident reproduction, creating detailed Jira, contributing to reduced repeat contacts and improved customer experience\. \- Mentored support agents on escalation handling, troubleshooting methodologies, and documentation best practices\. Social Media & Community operations \- Supported and managed brand's global social media presence and an online community \- Created and published content promoting new features, events, and sales \- Collaborated with Art and Creative teams to produce engaging visual and written content \- Planned and scheduled Social content using Meta Business Suite, Monday, Dynamo, and Linktree, etc\. \- Worked cross\-functionally with Graphics, Support, Social, Product, Monetization, liveops and relevant teams to improve engagement and sentiment \- Monitored and responded to app store reviews using AppFollow, identifying trends and sharing insights

Consultant at Telligent Support LLP, Mar 2020 \- Feb 2021 · 1 yr, India, \- Provided customer and technical support while maintaining resolution quality and process compliance \- Assisted with troubleshooting, financial concerns, documentation, and internal knowledge sharing \- Supported service operations through consistent adherence to workflows and standards

## Education

Bachelor of Arts \- BA, Education Honours, SALESIAN COLLEGE

ISC, Humanities/Humanistic Studies, Himali Boarding School \- India

[View the original profile](https://tal.club/meet/biswadeep-rai)

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