TSR / Agent – Tech Support

Job Location: Chennai
Experience: 6 Months to 2 Years
Notice Period: Up to 30 Days Only
Certification: Google Workspace Administrator Certification – Mandatory Before Go Live

Job Summary

We are hiring for the role of TSR / Agent – Tech Support in Chennai. The candidate will be responsible for providing technical support to customers through phone, email, and chat. The role involves diagnosing and resolving technical issues, managing support cases, following troubleshooting procedures, and ensuring high-quality customer service.

Key Responsibilities

• Handle customer support queries through phone, email, and chat.

• Diagnose, troubleshoot, resolve, and track customer technical issues.

• Maintain response and resolution timelines as defined by Service Level Objectives (SLOs).

• Ensure high customer satisfaction and adherence to quality standards.

• Use the existing knowledge base to provide customer-facing root cause assessments.

• Deliver effective technical support and timely issue resolution.

• Follow standard operating procedures and established support processes.

• Manage cases throughout the complete support lifecycle.

Mandatory Skills

• Strong verbal and written communication skills.

• Good typing speed of 60–80 WPM.

• Troubleshooting experience in diagnosing and resolving complex technical issues using SOP documents.

• Familiarity with support methodologies and case lifecycles.

• Strong analytical and problem-solving skills.

• Knowledge of any ticketing tool.

• Basic knowledge of ITIL.

Good to Have

• 6+ months of experience in Infrastructure, Storage, or Service Desk.

• Hands-on experience with Google Workspace products, including:

  • Gmail

  • Google Calendar

  • Google Meet

  • Google Drive

  • Google Docs

  • Google Sheets

  • Google Slides

  • Gemini

  • NotebookLM

  • Google Keep

  • Google Sites

  • Google Forms

  • AppSheet

• Google Workspace Administrator Certification.

Preferred Candidate Profile

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

• Comfortable providing customer-facing technical support across multiple channels.

• Strong issue analysis and resolution capabilities.

• Ability to work in an SLA-driven support environment.

• Willingness to complete the required Google Workspace Administrator Certification before Go Live.

​Important 

• Ex-TCS employees are not eligible to apply.
  
• PAN and Date of Birth (DOB) are mandatory for profile creation.