Urgent Hiring: Technical Support Executive (TSR / Agent)

Location: Chennai / Indore
Grade: BPOS 1 / 2 / 3
Experience: 6 months – 2 years

Job Summary

We are urgently hiring Technical Support Executives (TSR / Agent) to handle customer queries across phone, email, and chat channels. The role involves diagnosing and resolving technical issues, managing case lifecycles, and ensuring high customer satisfaction while adhering to defined service quality standards.

Key Responsibilities

• Handle customer support queries via phone, email, and chat

• Diagnose, troubleshoot, and resolve technical issues efficiently

• Track and manage cases within defined Service Level Objectives (SLOs)

• Ensure high customer satisfaction (CSAT) and quality compliance (90%+)

• Provide clear root cause analysis using the knowledge base

• Deliver effective and customer-focused technical support

Mandatory Skills

• Strong verbal and written communication skills

• Typing speed of 60–80 WPM

• Experience in technical troubleshooting using SOPs

• Familiarity with ticketing tools and support workflows

• Basic understanding of ITIL concepts

• Strong analytical and problem-solving skills

Good to Have

• 6+ months experience in Infrastructure / Storage / Service Desk

• Hands-on experience with Google Workspace tools, such as:

  • Gmail, Calendar, Meet

  • Drive, Docs, Sheets, Slides

  • Forms, Sites, AppSheet

  • Gemini App, Notebook LLM, Keep

Certification Requirement

• Mandatory: Google Workspace Administrator Certification (to be completed before Go Live)

Preferred Candidate Profile

• 6 months to 2 years of experience in technical support or service desk

• Comfortable working in a customer-facing, multi-channel environment

• Strong troubleshooting and issue-resolution skills

• Ability to work in a fast-paced, SLA-driven environment