Account: Technical Support Executive / Agent – Tech Support

Key Responsibilities

Omni channel Technical Support: Handle customer inquiries via phone, email, and chat, delivering timely, customer-facing issue resolution and root-cause assessments.

Troubleshooting & SLAs: Diagnose and resolve technical tickets using SOPs, knowledge bases, and standard diagnostic methodologies to consistently hit SLA objectives.

Quality & Case Management: Track support cases throughout their lifecycle, maintaining strict adherence to quality standards and maintaining accurate ticketing documentation.

Mandatory Requirements & Skills

Experience: 6 months to 2 years of relevant experience in technical support, service desk, or infrastructure.

Certification:Google Workspace Administrator Certification (Mandatory before Go-Live).

Communication & Speed: Strong verbal/written English communication and a typing speed of 60 to 80 WPM.

Technical Aptitude: Hands-on experience with ticketing tools, basic ITIL principles, structured case lifecycles, and SOP-driven troubleshooting.

Preferred Qualifications

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

 Hands-on familiarity with Google Workspace core tools (Gmail, Calendar, Meet, Drive, Docs, Sheets, Gemini app, NotebookLM, AppSheet, etc.).