Technical support representative
Gratitude IncTechnical support representative
Job Description
Key Skills
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Technical support representative
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
Role
Account Manager
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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