TSR / Agent – Tech Support

About the Role

We are hiring TSR / Agents – Tech Support to provide customer-facing technical support through phone, email, and chat. The role involves diagnosing and resolving technical issues, managing support cases, and ensuring high-quality customer service within defined Service Level Objectives (SLOs).

The position requires strong troubleshooting skills, familiarity with support processes and ticketing tools, and knowledge of Google Workspace products.

Key Responsibilities

• Respond to customer support queries through phone, email, and chat.

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

• Manage support cases throughout the defined case lifecycle.

• Maintain response and resolution speed according to established SLOs.

• Deliver effective customer-facing technical support and issue resolution.

• Use the existing knowledge base to provide customer-facing root cause assessments.

• Follow established SOPs and troubleshooting procedures.

• Maintain high customer satisfaction and adhere to defined quality standards.

• Analyze technical issues and determine appropriate resolution steps.

• Document troubleshooting activities and case outcomes accurately.

• Work effectively in an SLA-driven technical support environment.

Mandatory Skills

• Strong verbal and written communication skills.

• Good typing speed of 60–80 WPM minimum.

• Experience troubleshooting and resolving complex technical issues using SOPs.

• Understanding of support methodologies and case lifecycles.

• Strong analytical and problem-solving skills.

• Knowledge of at least one ticketing tool.

• Basic knowledge of ITIL.

• Familiarity with customer-facing technical support.

Good to Have

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

• Hands-on experience with Google Workspace products, including:

  • Gmail

  • Calendar

  • Meet

  • Drive

  • Docs

  • Sheets

  • Slides

  • Gemini

  • NotebookLM

  • Keep

  • Sites

  • Forms

  • AppSheet

Certification Requirement

Google Workspace Administrator Certification is mandatory before Go Live.

Candidates should be prepared to obtain/complete the required certification before being moved to production/Go Live.

Eligibility

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

• Comfortable providing customer-facing technical support through multiple channels.

• Strong issue-analysis and resolution capability.

• Able to work in an SLA-driven support environment.

• Notice period must be 30 days or less.

• Chennai and Indore opportunities are available.