Technical Support Agent

TSR / Agent – Tech Support

Experience Required: 6 months to 2 years

Certification Requirement: Mandatory before Go Live – Google Workspace Administrator Certification

Job Summary

We are hiring for the role of TSR / Agent – Tech Support for Chennai. The candidate will be responsible for handling customer support queries through phone, email, and chat, diagnosing and resolving technical issues, tracking cases, and ensuring high service quality and customer satisfaction. The role also requires familiarity with support tools, troubleshooting processes, and Google Workspace products.

 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.