Job Description

We are seeking customer-focused Technical Support Representatives to provide effective technical assistance through phone, email, and chat. The ideal candidates should have strong troubleshooting abilities, excellent communication skills, and familiarity with Google Workspace products. You will be responsible for diagnosing technical issues, managing support cases, meeting service-level objectives, and delivering a high-quality customer experience.

Job Details

• Location: Chennai / Indore

• Experience: 6 months – 2 years

• Grade: BPOS 1 / 2 / 3

• Notice Period: Immediate joiners to candidates with a maximum of 30 days' notice

Requirements

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

• Strong verbal and written communication skills.

• Typing speed of 60–80 WPM.

• Hands-on troubleshooting experience, including diagnosing and resolving complex technical issues using SOPs.

• Familiarity with support methodologies, case management lifecycles, and analytical problem-solving.

• Knowledge of ticketing tools and basic ITIL concepts.

• Ability to work in a customer-facing, SLA-driven environment.

• Google Workspace Administrator Certification is mandatory before Go Live.

Good to Have

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

• Hands-on knowledge of Google Workspace applications, including:

  • Gmail, Calendar, Meet, Drive, Docs, Sheets, and Slides.

  • Gemini, NotebookLM, Keep, Sites, Forms, and AppSheet.

Key Responsibilities

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

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

• Meet defined Service Level Objectives (SLOs) for response and resolution times.

• Maintain high customer satisfaction and achieve quality standards in at least 90% of cases.

• Use available knowledge-base resources to identify root causes and provide clear customer-facing assessments.

• Follow established troubleshooting procedures and deliver effective technical solutions.

• Maintain accurate case documentation and ensure timely follow-up.

Other Details

• Candidates should be comfortable supporting customers across multiple communication channels.

• Strong issue analysis, troubleshooting, and resolution skills are essential.

• Candidates must be able to meet the certification requirement before going live.

• Only candidates with a notice period of 30 days or less will be considered.