Customer Service Associate – Tier 1 Backend Support (AI) – Kolkata, India

Are you looking for customer service job vacancies or AI support jobs in Kolkata?  Are you seeking backend support roles in Kolkata BPOs that blend analytical work with digital monitoring tasks? Join us at Fusion CX in Kolkata in a new edge customer support role! This Tier 1 Backend Support position in Fusion CX Kolkata offers a structured opportunity to work with AI-based alert systems and support operational decision-making. As hiring continues across Kolkata, West Bengal, this role is well-suited for individuals who prefer non-voice, accuracy-driven responsibilities within a stable operations environment.

Job Description:

About the Role

You will be responsible for reviewing AI-generated alerts, satellite detections, and historical incident data to identify potential smoke or fire activity. This role focuses on backend monitoring, accuracy, and timely escalation to Tier 2 when required. You will work within defined processes to classify alerts, validate incident details, and ensure monitoring quality.

Key Responsibilities

• Review AI alerts, known fire alerts, and satellite detections, marking required incidents as smoke investigations for Tier 2 escalation.
• Use historical data to analyze industrial locations and nearby incidents before escalating smoke alerts.
• Accurately mark the bearing of identified fires.
• Determine whether alerts represent new incidents or duplicates.
• Review ranking timelapse footage for off-season sites and classify smoke or fire alerts.
• Monitor open ranking incidents and close them when visibility is resolved.
• Report any issues with detection tools or monitoring systems.

Job Requirements:

• Education: Higher Secondary
• Experience: Not specified in the requisition
• Skills: Strong attention to detail, accuracy, and ability to work within digital monitoring and backend review systems
• Work Mode: WFO

Why Join Fusion CX?

Join a fast-growing digital operations environment where your accuracy and decision-making skills directly support monitoring workflows.

• Build experience in backend digital operations and alert review
• Work with advanced AI-driven detection platforms
• Strengthen classification and escalation skills
• Be part of a detail-oriented team focused on operational excellence

If you are seeking AI support jobs in Kolkata call centers or exploring AI driven customer service hiring in Kolkata, West Bengal, apply now and grow your career with Fusion CX.