Technical Support Associate – Service Desk
Gratitude IncTechnical Support Associate – Service Desk
Job Description
Key Skills
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Urgent Hiring: Technical Support Executive (TSR / Agent)
Location: Chennai / Indore
Grade: BPOS 1 / 2 / 3
Experience: 6 months – 2 years
Job Summary
We are urgently hiring Technical Support Executives (TSR / Agent) to handle customer queries across phone, email, and chat channels. The role involves diagnosing and resolving technical issues, managing case lifecycles, and ensuring high customer satisfaction while adhering to defined service quality standards.
Key Responsibilities
Handle customer support queries via phone, email, and chat
Diagnose, troubleshoot, and resolve technical issues efficiently
Track and manage cases within defined Service Level Objectives (SLOs)
Ensure high customer satisfaction (CSAT) and quality compliance (90%+)
Provide clear root cause analysis using the knowledge base
Deliver effective and customer-focused technical support
Mandatory Skills
Strong verbal and written communication skills
Typing speed of 60–80 WPM
Experience in technical troubleshooting using SOPs
Familiarity with ticketing tools and support workflows
Basic understanding of ITIL concepts
Strong analytical and problem-solving skills
Good to Have
6+ months experience in Infrastructure / Storage / Service Desk
Hands-on experience with Google Workspace tools, such as:
Gmail, Calendar, Meet
Drive, Docs, Sheets, Slides
Forms, Sites, AppSheet
Gemini App, Notebook LLM, Keep
Certification Requirement
Mandatory: Google Workspace Administrator Certification (to be completed before Go Live)
Preferred Candidate Profile
6 months to 2 years of experience in technical support or service desk
Comfortable working in a customer-facing, multi-channel environment
Strong troubleshooting and issue-resolution skills
Ability to work in a fast-paced, SLA-driven environment
Role
Customer Service Executive -Technical
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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