Job Opening: Technical Support Agent

We are looking for skilled and customer-oriented Technical Support Representatives to provide technical assistance across phone, email, and chat channels. The successful candidates will troubleshoot technical issues, manage support cases, and deliver timely resolutions while maintaining service quality and customer satisfaction.

Job Details

• Locations: Chennai and Indore

• Experience: 6 months – 2 years

• Grade: BPOS 1 / 2 / 3

• Notice Period: Immediate joiners or candidates with up to 30 days' notice

Mandatory Requirements

• 6 months to 2 years of relevant experience in Technical Support, IT Helpdesk, or Service Desk operations.

• Good verbal and written communication skills.

• Typing speed of 60–80 WPM.

• Practical troubleshooting skills, including the ability to diagnose and resolve complex technical issues using SOPs.

• Understanding of ticketing tools, support methodologies, and case management lifecycles.

• Basic knowledge of ITIL principles.

• Strong analytical and problem-solving abilities.

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

• Google Workspace Administrator Certification must be obtained before Go Live.

Preferred Skills

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

• Knowledge or hands-on experience with Google Workspace applications, including:

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

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

Key Responsibilities

• Provide technical assistance to customers through phone, email, and chat.

• Investigate, troubleshoot, and resolve technical issues while ensuring accurate case tracking.

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

• Maintain high customer satisfaction and achieve a minimum 90% adherence to quality standards.

• Use knowledge-base resources and documented procedures to identify root causes and communicate solutions effectively.

• Manage support cases throughout their lifecycle, ensuring proper documentation and timely follow-up.

• Deliver a consistent customer experience while meeting operational and quality expectations.

Important Candidate Information

• Google Workspace Administrator Certification is a mandatory pre-requisite before Go Live.

• Candidates must have a maximum notice period of 30 days.

• Applicants should be comfortable handling technical support across multiple customer channels.