Job Title: Technical Support Executive / Customer Service Executive (CSR / TSR)

Location: Hyderabad, India
Grade: BPO Z / 1 / 2 / 3
Requirement ID: 436610
Salary: Up to ₹9 LPA
Experience: Relevant international voice customer service or technical support experience
Notice Period: Immediate Joiners Only (0 Days)
Work Mode: Not specified in the JD
Process: International Voice Support (Voice and Chat)

Job Overview

We are hiring experienced Customer Service Representatives (CSR) and Technical Support Representatives (TSR) to support international customers. Candidates will be evaluated for either the CSR or TSR position based on their CV, relevant experience, and technical capabilities. Candidates who meet the requirements may qualify for both roles.

The ideal candidate should have excellent communication skills, strong problem-solving abilities, and experience handling international voice processes. Technical support candidates should also demonstrate hands-on troubleshooting and diagnostic capabilities.

Key Responsibilities

• Handle international customer interactions through voice and chat channels.

• Resolve customer queries efficiently, focusing on First Call Resolution (FCR).

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

• Identify customer concerns through active listening and targeted questioning.

• Diagnose reported issues, identify root causes, and provide appropriate solutions.

• Use product knowledge, user guides, and reference materials to troubleshoot and resolve customer issues.

• Communicate technical information clearly and professionally to customers.

• Manage customer concerns and escalations with empathy and professionalism.

• Document customer interactions, update CRM records, and track open cases.

• Follow up on unresolved cases within 24 hours.

• Meet operational targets, sales objectives, quality standards, and other KPIs.

• Ensure compliance with established processes, policies, and procedures.

Qualifications and Requirements

Education

• Bachelor's degree or equivalent qualification from a recognized university.

• Graduation is compulsory for this requirement.

• Undergraduates with at least 18 months of relevant experience are mentioned in the original eligibility criteria; however, the final hiring requirement also states that graduation is compulsory. Graduation eligibility must therefore be confirmed before endorsement.

Experience

• International voice customer service or technical support experience is mandatory.

• Relevant experience in customer service, contact center operations, or technical support.

• Candidates with technical troubleshooting experience may be considered for the TSR position.

• Candidates with strong customer service and communication experience may be considered for the CSR position.

• Immediate joiners with a zero-day notice period only.

Communication Skills

• Excellent verbal and written communication skills.

• English proficiency of at least CEFR B2; C1 is preferred.

• Global English communication skills for international customer interactions.

• For EMEA language roles, C1 proficiency in the primary language and B2 English are required.

• Strong active listening, empathy, articulation, and professional call handling.

• Ability to explain technical information in simple, customer-friendly language.

Technical and Customer Handling Skills

• Strong analytical and diagnostic abilities.

• Ability to identify root causes by asking relevant and targeted questions.

• Problem-solving and troubleshooting capabilities.

• Knowledge of product guides and reference materials.

• Customer complaint and escalation handling.

• CRM documentation and case tracking.

• Ability to manage customer interactions professionally and meet service objectives.

CSR vs. TSR Role Assessment

• Customer Service Executive (CSR): Candidates with strong international voice customer service experience, communication skills, customer handling, complaint resolution, and FCR capabilities.

• Technical Support Executive (TSR): Candidates with international voice experience and demonstrated technical troubleshooting, diagnostic, and root cause analysis skills.

• Candidates may qualify for both positions depending on their CV and relevant experience.

Salary and Hiring Details

• Maximum salary: Up to ₹9 LPA.

• Location: Hyderabad.

• Grades: BPO Z / 1 / 2 / 3.

• Requirement ID: 436610.

• Notice period: 0 days only.

Important Hiring Restrictions

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

• International voice experience is mandatory.

• Graduation is compulsory.

• Excellent communication skills are a critical requirement.

Candidate Pre-Screening Questions

1. What is your highest educational qualification? Have you completed graduation?

2. How many years of international voice process experience do you have?

3. Do you have experience in Customer Service (CSR), Technical Support (TSR), or both?

4. If applying for TSR, how many years of hands-on technical troubleshooting experience do you have?

5. Which international processes or customer accounts have you supported?

6. What is your English proficiency level (CEFR B2/C1 or equivalent)?

7. Are you currently serving a notice period, or can you join immediately with zero notice?

8. What is your current or last drawn salary?

9. What is your expected annual CTC?

10. Have you ever worked for TCS / Tata, either directly or through a third-party agency?