IT Support Specialist

Job Locations:  Indore 

Grade: BPOS 1 / 2 / 3
Experience: 6 Months – 2 Years
Notice Period: Immediate to 30 Days
Certification: Google Workspace Administrator Certification (Mandatory before Go-Live)

Job Overview

We are hiring Technical Support Associates to provide customer-facing technical assistance and troubleshooting support for Google Workspace and related IT products. The selected candidates will handle technical queries through phone, email, and chat, diagnose and resolve technical issues, manage support cases, and ensure timely resolution in accordance with defined Service Level Objectives (SLOs).

The ideal candidate should have good communication skills, strong troubleshooting abilities, analytical thinking, and familiarity with ticketing systems, IT support methodologies, and Google Workspace applications.

Key Responsibilities

• Handle customer technical support queries through inbound calls, emails, and live chat.

• Diagnose, troubleshoot, resolve, and track technical issues efficiently.

• Provide end-to-end support while managing cases throughout their lifecycle.

• Maintain response and resolution timelines in accordance with defined Service Level Objectives (SLOs).

• Ensure high customer satisfaction by delivering accurate, professional, and timely technical assistance.

• Follow established quality standards and achieve a minimum 90% quality compliance target.

• Use existing knowledge bases, Standard Operating Procedures (SOPs), and troubleshooting guides to identify root causes and provide appropriate resolutions.

• Perform issue analysis and communicate technical findings and resolutions clearly to customers.

• Maintain accurate case documentation, updates, and resolution details in the designated ticketing systems.

• Follow defined support methodologies, escalation procedures, and process guidelines.

• Continuously develop product knowledge and troubleshooting capabilities to improve service delivery.

Mandatory Skills & Competencies

• Good verbal and written communication skills.

• Typing speed of 60–80 WPM.

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

• Familiarity with technical support methodologies, case management, and ticket lifecycle processes.

• Analytical and problem-solving abilities to identify and resolve complex technical issues.

• Knowledge of any ticketing or case management tool.

• Basic understanding of ITIL principles and IT service management.

• Ability to handle customer-facing technical support across phone, email, and chat channels.

• Strong customer service orientation and ability to work in an SLA-driven environment.

Good-to-Have Skills

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

• Knowledge of Google Workspace applications and related products, including:

  • Gmail

  • Google Calendar

  • Google Meet

  • Google Drive

  • Google Docs

  • Google Sheets

  • Google Slides

  • Gemini App

  • NotebookLM

  • Google Keep

  • Google Sites

  • Google Forms

  • Google AppSheet

• Familiarity with Google Workspace administration and troubleshooting.

Certification Requirement

Google Workspace Administrator Certification is mandatory before Go-Live.

Candidates should be willing and able to obtain the required certification before being deployed to the live process.

Preferred Candidate Profile

• 6 months to 2 years of relevant experience in Technical Support, IT Helpdesk, Service Desk, or customer-facing technical support.

• Strong troubleshooting and issue-resolution capabilities.

• Comfortable handling technical queries across multiple communication channels.

• Good understanding of ticketing systems, case lifecycles, and SLA-driven operations.

• Strong written and verbal communication skills.

• Candidates with Infrastructure, Storage, or Google Workspace support exposure will have an added advantage.

Important Hiring Criteria

• Candidates must have a notice period of 30 days or less.

• Google Workspace Administrator Certification must be completed before Go-Live.

• Candidates should be comfortable working in a customer-facing technical support environment.