Senior Service Desk Associate (Technical Service Representative)
Gratitude IncSenior Service Desk Associate (Technical Service Representative)
Job Description
Key Skills
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Role: Senior Service Desk Associate (Technical Service Reprensentative)
Location: Gurgaon
Salary: up to 7 LPA
Key Responsibilities
Respond to customer support queries through phone, email, and chat
Diagnose, resolve, and track customer issues efficiently
Maintain response and resolution speed as defined by Service Level Objectives (SLOs)
Ensure high customer satisfaction scores and follow quality standards in 90% of cases
Use the existing knowledge base to provide customer-facing root cause assessment
Deliver effective customer-facing technical support and issue resolution
Mandatory Skills
Good communication skills (verbal and written)
Good typing speed (minimum 60 to 80 WPM)
Troubleshooting experience in diagnosing and resolving complex issues using SOP documents
Familiarity with support methodologies, case lifecycles, and analytical problem-solving
Knowledge of any ticketing tool
Basic ITIL knowledge
Good to Have
6+ months of experience in Infrastructure, Storage, or Service Desk
Knowledge of and hands-on experience with Google products, such as:
Gmail
Calendar
Meet
Drive
Docs
Sheets
Slides
Gemini app
Notebook LLM
Keep
Sites
Forms
AppSheet
Google Workspace Administrator Certification will be a strong advantage
Preferred Candidate Profile
Candidate with 6 months to 2 years of relevant technical support or service desk experience
Comfortable handling customer-facing technical support across multiple channels
Strong issue-analysis and resolution capability
Able to work in an SLA-driven support environment
Role
Customer Service Executive -Technical
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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