Technical Support Associate – Global Voice Process

Location: Hyderabad

Experience: Relevant International Voice and Technical Support Experience

Salary: Up to ₹9 LPA
Notice Period: Immediate Joiners Only (0 Days)
Grade: BPO Z/1/2/3
Work Mode: As per business requirements

Job Description

We are hiring technically skilled Technical Support Representatives (TSR) with international voice process experience to provide technical assistance and troubleshooting support to global customers. Candidates should possess strong diagnostic and analytical abilities, excellent communication skills, and the ability to identify root causes and resolve technical issues effectively.

Key Responsibilities

• Provide technical assistance to international customers through voice and chat channels.

• Diagnose, troubleshoot, and resolve technical issues during the first customer interaction wherever possible.

• Identify the root cause of reported technical problems by asking relevant and targeted questions.

• Explain technical concepts and solutions in a clear, concise, and customer-friendly manner.

• Use product knowledge, technical documentation, user guides, and knowledge bases to resolve customer issues.

• Deliver excellent customer experiences while balancing technical support and sales objectives.

• Maintain accurate case documentation and update customer information in CRM systems.

• Track unresolved technical cases and ensure timely follow-up within 24 hours.

• Handle customer escalations professionally and ensure effective resolution.

• Achieve quality, productivity, customer satisfaction, and other operational KPIs.

• Follow established troubleshooting procedures, company policies, and operational guidelines.

Mandatory Requirements

• Graduation is compulsory.

• Prior international voice process experience is mandatory.

• Relevant technical support or troubleshooting experience is required.

• Excellent verbal and written communication skills.

• English proficiency of B2 or above is mandatory; C1 is preferred.

• Strong analytical, diagnostic, and problem-solving skills.

• Ability to identify technical issues and determine their root causes.

• Ability to explain technical solutions to non-technical customers.

• Immediate joiners only (0 days' notice period).

Language Requirements

• Global English: B2 minimum; C1 or above preferred.

• EMEA language candidates: C1 or above in the primary language and B2 or above in English.

Preferred Skills

• International Technical Voice Support.

• Technical troubleshooting and issue resolution.

• Root cause analysis and diagnostic skills.

• CRM and ticket management systems.

• Customer escalation management.

• Product knowledge and technical documentation.

• Technical support combined with customer service or sales experience.

Important Eligibility Criteria:

• Current or former TCS/Tata employees are not eligible.

• Graduation is mandatory; undergraduates are not eligible for this requirement.