TSR / Agent – Tech Support
Gratitude IncTSR / Agent – Tech Support
Job Description
Key Skills
12 candidate(s) have already applied for this Job. Apply now
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.
Role
Computer Operators
Timings
Day Shift (Contract To Hire)
Industry
IT-Software / Software Services
Work Mode
Work from office
Process
Non-Voice
Functional Area
IT Software/Hardware
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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