Technical Support Associate – Service Desk

Gratitude Inc

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2 months ago

Technical Support Associate – Service Desk

1-2 Year(s)

Indore

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Job Description

Key Skills

Communications Problem Solving Google Analytics, technical problem solving customer service and problem-solving skills Google Workspace Strong analytical and Excel/Google Sheets skills.

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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

Role

Customer Service Executive -Technical

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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