Technical Support Representative

Job Title: Technical Support Representative (TSR) / Technical Support Agent – Google Workspace

Job Grade: BPOS 1 / 2 / 3

Experience: 6 Months – 2 Years
Notice Period: Immediate to 30 Days Only
Work Location: Chennai / Indore
Certification Requirement: Google Workspace Administrator Certification (Mandatory before Go Live)

Job Summary

We are looking for customer-focused and technically proficient individuals for the position of Technical Support Representative (TSR) / Technical Support Agent. The selected candidates will provide technical assistance to customers through phone, email, and chat, troubleshooting and resolving issues related to Google Workspace products and services.

The role involves diagnosing technical problems, managing support cases, following established Standard Operating Procedures (SOPs), and ensuring timely resolutions in accordance with Service Level Objectives (SLOs). Candidates should possess strong communication, analytical, and problem-solving skills, along with the ability to work in a fast-paced, SLA-driven support environment.

Key Responsibilities

• Handle customer technical support queries through phone, email, and chat channels.

• Diagnose, troubleshoot, and resolve technical issues efficiently while ensuring a positive customer experience.

• Manage and track support cases throughout the case lifecycle using ticketing tools.

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

• Maintain high customer satisfaction and adhere to quality standards, targeting 90% compliance.

• Utilize existing knowledge bases and SOP documentation to identify root causes and provide accurate resolutions.

• Deliver clear, customer-facing technical explanations and troubleshooting guidance.

• Escalate complex or unresolved technical issues to the appropriate teams when required.

• Maintain accurate case documentation and follow established support methodologies.

• Continuously improve technical knowledge of Google Workspace products and support processes.

Mandatory Skills & Qualifications

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

• Excellent verbal and written communication skills.

• Typing speed of 60–80 WPM.

• Hands-on troubleshooting experience, including diagnosing and resolving technical issues using SOPs and knowledge-base documentation.

• Familiarity with ticketing tools and support case management.

• Understanding of support methodologies, case lifecycles, and analytical problem-solving.

• Basic knowledge of ITIL principles and IT service management.

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

• Willingness to obtain the Google Workspace Administrator Certification before Go Live.

• Notice period should not exceed 30 days.

Good-to-Have Skills

• 6+ months of experience in Infrastructure Support, Storage Support, or Service Desk operations.

• Knowledge of Google Workspace applications and services, including:

  • Gmail

  • Google Calendar

  • Google Meet

  • Google Drive

  • Google Docs, Sheets, and Slides

  • Gemini App

  • NotebookLM

  • Google Keep

  • Google Sites

  • Google Forms

  • Google AppSheet

• Practical exposure to Google Workspace administration and troubleshooting.

• Google Workspace Administrator Certification.

Preferred Candidate Profile

• Candidates with 6 months to 2 years of relevant technical support or service desk experience.

• Strong customer-handling and communication abilities across voice and non-voice channels.

• Good analytical thinking and troubleshooting capabilities.

• Ability to understand technical issues, identify root causes, and provide effective solutions.

• Comfortable working with ticketing systems, knowledge bases, and SOP-driven processes.

• Flexible to work in a performance-oriented environment with defined SLAs and quality targets.

Certification Requirement

Google Workspace Administrator Certification is mandatory before Go Live. Candidates must be willing to complete and obtain the certification within the required timeline