Technical Support Executive- International Voice Hyderabad

Gratitude Inc

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3 weeks ago

Technical Support Executive- International Voice Hyderabad

0-9 Year(s)

Hyderabad

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Job Description

Key Skills

Communication Customer Service Problem Solving Technical Support Case Management Troubleshooting customer support International voice Process

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Customer Service Executive / Technical Support Executive – International Voice

Location: Hyderabad
Notice Period: Immediate Joiners / 0 Days
Process: International Voice
Employment Type: Permanent

Job Summary

We are hiring Customer Service Executives (CSR) and Technical Support Executives (TSR) for an International Voice Process in Hyderabad.

Candidates with strong international voice experience and excellent communication skills are preferred. Candidates with relevant technical support experience may be considered for the Technical Support Executive (TSR) position.

The final position (CSR or TSR) will be evaluated based on the candidate's CV, relevant experience, and skill set. Candidates who qualify for both positions may be considered for the most suitable opening.

Eligibility & Education

Graduation is mandatory.
Graduate from a reputed university or equivalent experience in a relevant field.
Undergraduates with 18+ months of relevant experience may be considered where applicable.
Notice period must be 0 days / immediate joiner.
Former or current TCS/Tata employees are not eligible.

Language & Communication Requirements

Excellent verbal and written communication skills are mandatory.
Candidates must have strong Global English communication skills.
English proficiency should be B2 or higher; C1 level is preferred.
For EMEA language processes, the primary language should be C1 or higher, with English at B2 or higher.
Ability to communicate professionally with global customers over voice and chat.
Strong listening, empathy, professionalism, and customer-handling skills.

Key Responsibilities

Customer Service – CSR

Handle customer queries and provide effective resolutions during the first interaction.
Deliver excellent customer experiences while meeting service and sales objectives.
Understand customer concerns and provide accurate information and solutions.
Manage escalations professionally and maintain a positive customer experience.
Meet defined KPIs, quality standards, and productivity targets.
Document customer interactions accurately in the CRM system.
Follow up on open cases within defined timelines.

Technical Support – TSR

Provide technical support to international customers through voice and chat.
Diagnose customer-reported issues by asking relevant and targeted questions.
Identify root causes and provide appropriate troubleshooting solutions.
Use product knowledge, user guides, and reference materials to resolve known issues.
Explain technical information clearly and in a customer-friendly manner.
Ensure effective first-call resolution wherever possible.
Escalate complex technical issues to the appropriate support team when required.

Required Skills

International Voice Process Experience
Excellent English Communication
Customer Service
Technical Support
Troubleshooting
Problem Solving
First Call Resolution (FCR)
Customer Handling
Active Listening
CRM / Case Documentation
Analytical & Diagnostic Skills
Sales & KPI Orientation
Escalation Management

Preferred Experience

International voice process experience is mandatory/preferred based on the applicable opening.
Candidates with international customer service experience are suitable for CSR.
Candidates with relevant technical support experience are suitable for TSR.
Candidates with both customer service and technical support experience may be considered for either role based on CV evaluation.

Key Performance Indicators

First Call Resolution (FCR)
Customer Satisfaction (CSAT)
Quality Score
Average Handling Time (AHT)
Productivity
Sales / Conversion Targets, where applicable
Case Resolution & TAT
Process Compliance

Important Eligibility Criteria

Notice Period: 0 Days only.
International Voice Experience is required.
Former and/or current TCS/Tata employees are not eligible.

Important Note

PAN and DOB are required for profile creation.

Role

Customer Support Engineer/Tehnician

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

Top Management

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.

Toukeerahmed Attar

Recruiter - Gratitude Inc

NA, india

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