3,859 Bilingual Support jobs in India

• Respond to customer inquiries via phone, email, and chat in both Spanish and English.
• Provide accurate and efficient solutions to customer problems related to products, services, and accounts.
• Troubleshoot technical issues and guide customers through resolution steps.
• Educate customers on product features, benefits, and best practices.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments or senior team members when necessary.
• Contribute to the development of customer support knowledge base articles and FAQs.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Adhere to service level agreements (SLAs) and company quality standards.
• Proactively identify opportunities to enhance the customer experience.
• Collaborate with team members to share best practices and improve support processes.
• Handle customer complaints with empathy and professionalism, aiming for customer retention.
• Process customer requests, such as returns, exchanges, or account updates.

• Fluency in both spoken and written Spanish and English is essential.
• Previous experience in customer service or a related support role is highly preferred.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using computers, including MS Office Suite and CRM software.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and as part of a collaborative remote team.
• High school diploma or equivalent required; some college coursework is a plus.
• Experience with e-commerce platforms or digital services is an advantage.
• Adaptability to learn new systems and processes quickly.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our software and hardware products.
• Provide clear and concise instructions and guidance to customers.
• Escalate complex issues to higher-level support teams when necessary.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features, troubleshooting steps, and best practices.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Contribute to the creation and maintenance of our knowledge base and FAQ sections.
• Achieve and maintain customer satisfaction targets.
• Proactively identify opportunities to improve the customer support process.

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Proven experience in customer service, technical support, or a similar role.
• Strong understanding of common software and hardware troubleshooting techniques.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using helpdesk software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Adept at learning new technologies and software quickly.
• Experience in the **Surat, Gujarat** region is an advantage but not required for this remote role.
• Ability to work flexible hours, including weekends and holidays, as needed.

• Provide outstanding customer service and technical support to clients via multiple channels (phone, email, chat).
• Troubleshoot and resolve customer issues related to software, hardware, and services.
• Guide customers through product setup, usage, and troubleshooting steps.
• Escalate complex technical issues to appropriate internal teams when necessary.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Maintain a high level of product knowledge to effectively assist customers.
• Identify trends in customer inquiries and feedback to suggest product or service improvements.
• Contribute to the development of help articles, FAQs, and other support resources.
• Ensure customer satisfaction by delivering timely and effective solutions.
• Adhere to company policies and procedures for customer service and data privacy.
• Collaborate with team members to share knowledge and best practices.
• Meet or exceed key performance indicators (KPIs) for response time and resolution rates.

• High school diploma or equivalent; Bachelor's degree in a related field is a plus.
• Minimum of 2 years of experience in customer service or technical support roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and ticketing systems.
• Familiarity with common operating systems (Windows, macOS) and software applications.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a customer-centric approach.
• Ability to work independently and as part of a team.
• Technical aptitude and a quick learning ability.
• Experience in a remote work setting is advantageous.

• Provide timely and accurate technical support to customers via phone, email, and chat.
• Troubleshoot and diagnose hardware and software issues for our product suite.
• Guide customers through step-by-step solutions to resolve technical problems.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Escalate complex issues to higher-level support or engineering teams when necessary.
• Identify recurring issues and provide feedback to product development teams for improvement.
• Develop and maintain knowledge base articles and troubleshooting guides.
• Educate customers on product features and best practices.
• Ensure customer satisfaction by providing a high level of service and support.
• Adhere to service level agreements (SLAs) and company policies.
• Contribute to a positive and collaborative remote team environment.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 2 years of experience in technical support or a customer service role with a technical focus.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Experience with troubleshooting network connectivity issues.
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication skills in English.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A patient and empathetic approach to customer interactions.
• Flexibility to work various shifts as required.

About the Company : 

BEFISC (Beyond Financial Score) stands as a frontrunner in delivering versatile solutions for Digital Know Your Customer (KYC) processes involving Individuals & Merchants, integrating data enrichment and fraud prevention signals. Our company specializes in evaluating digital identities, empowering Fintech, Insurance, Gaming, and E-commerce enterprises to bolster their security protocols during customer onboarding procedures. Headquartered in India, our team comprises visionary entrepreneurs and adept developers united in the mission to foster a fraud-free digital landscape in India, establishing a robust and secure digital financial infrastructure.

Job Description : We are looking for a dedicated Tech Support Specialist to handle client queries and minimize escalation rates. The ideal candidate will have past experience in addressing API-related queries and a strong background in client communication and technical problem-solving.

Key Responsibilities :

• Respond promptly to client inquiries, ensuring high-quality service and resolution of issues.
• Troubleshoot and resolve technical problems related to APIs and other system integrations.
• Collaborate with cross-functional teams to escalate and resolve complex client issues as needed.
• Document client interactions and maintain an accurate record of issue resolutions.
• Proactively identify areas for improvement in support processes to reduce escalation rates.
• Educate clients on best practices and assist them in optimizing their use of the company’s solutions.

Qualifications :

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience in a client-facing tech support role, preferably handling API-related queries.
• Strong understanding of API structures, data formats (e.g., JSON, XML), and integration troubleshooting.
• Excellent problem-solving skills and the ability to explain technical concepts in layman's terms.
• Exceptional verbal and written communication skills.
• Ability to work collaboratively with teams and adapt to a fast-paced environment.

Preferred Skills :

• Experience with customer service tools and platforms.
• Familiarity with KYC processes, digital identity solutions, or related Fintech support experience is an advantage.
• Basic coding or scripting knowledge (e.g., Python) is beneficial.

What We Offer :

• A collaborative and innovative work environment.
• Opportunities for professional growth and skill development.
• Competitive compensation and benefits package.

• Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Use existing knowledge base to provide a customer facing root cause assessment.
• Provide customer facing bug progress summary using available tools and platforms.
• Handle escalations raised by customers and partners.
• Handle consults from the lower tier to assist in case resolution.
• Flexibility to work across multiple rotational shifts/night shifts
• Ability to work in a rich diverse environment, handle cultural and language differences and an effective communicator

Position Title:

Senior Associate, Technical Support

Location:

Mohali, Punjab

Position Type:

Full Time

Who we are:

Roundglass is a global wholistic wellbeing company dedicated to empowering and enabling people on their personalwellbeing journey. Our mission is simple yet ambitious: to inspire the power of wholistic wellbeing to create a happier, healthier, and more joyfulworld. We work to achieve this by investing in and developing new technology, sharingknowledge, and focusing on action for the good of the individual, their community, and the wider world.

We have established Roundglass Giving, which encompasses various social impact initiatives like the Roundglass Foundation, Roundglass Sports, and Roundglass Sustain. These initiatives are dedicated to promoting wellbeing for communities and the planet.

About Roundglass Foundation

Roundglass Foundation is pursuing a bold vision to bring abundance and prosperity back to the stateof Punjab in India throughphilanthropic initiatives supporting under-served rural and urban communities. Since our founding in 2018, we have been engaged in a wide range of far-reaching projects, directly involving village communities in building opportunity and sustainable development in the region. Our Model Village and Model City initiatives have impacted the lives of 1,724,000 local people in over 1724 unique villages across the state through projects in pillars of: Sustain Punjab, Learn Punjab (Education and Sports), Her Punjab (Women’s Initiatives) and Relief. We have established Roundglass Giving, which encompasses various social impact initiatives like the Roundglass Foundation, Roundglass Sports, and Roundglass Sustain. These initiatives are dedicated to promoting wellbeing for communities and the planet.

About the role:

The Sr. Associate (Technical Support) will be responsible for providing technical, operational, and application support to Change Makers, Block Change Makers, and internal teams in Roundglass Foundation. This role involves troubleshooting issues related to the Roundglass apps & business applications, ensuring smooth onboarding, managing change requests, providing user training, and supporting basic IT and desktop operations.

The ideal candidate is passionate about technology for social good, possesses strong troubleshooting abilities, and can communicate effectively in both Punjabi and Hindi.

What you’ll do:

Application & User Support

• Provide day-to-day technical support for the Roundglass apps, Business applications and related platforms.
• Manage onboarding, user registration, and account activation for Change Makers and Block Change Makers (BCMs) & other associates.
• Troubleshot app-related issues (login, sync, device compatibility, data errors, etc.).
• Assist in resolving user tickets received via phone, WhatsApp, or email.
• Coordinate with the Product & Engineering teams for bug fixes and feature rollouts.
• Able to add/update configuration, master data of programs through Backoffice management console and generate pre-configured reports.

Training & Onboarding

• Conduct remote and on-site training sessions for Change Makers and Block Change Makers.
• Prepare user manuals, video tutorials, and FAQs for the Roundglass Apps.
• Support new deployments and feature updates with structured communication and training plans.

Change & Configuration Management

• Capture user feedback and change requests for continuous improvement.
• Implement approved changes and updates across user groups.
• Document technical and operational processes for consistency.

IT & Desktop Support

• Provide basic desktop, mobile, and network troubleshooting.
• Support device setup, OS updates, and connectivity issues for field teams.
• Maintain records of hardware, software, and user configurations.

Skills and Qualifications

• Bachelor’s degree in computer applications (BCA, B.Sc. or equivalent)
• 5+ years of experience in technical support, application support, or IT helpdesk roles.
• Strong understanding of mobile apps, cloud-based platforms, and user management systems.
• Proficiency in MS Office, MS Excel, Mobile apps troubleshooting, remote desktop tools, and ticketing systems.
• Excellent problem-solving and communication skills.
• Fluency in Punjabi and Hindi (required).

Why Roundglass:

Roundglass was built on the vision that wellbeing should be at the very center of our life journey. We are reimagining how the world experiences wellbeing and how companies (like our own) support the wellbeing of their people. We’re a group of talented, socially conscious, gritty, innovators using technology and human energy to create a vibrant wellnessecosystem. Together, we’vebuilt an amazing community, and we are always looking for people who share our passion.

To learn more, visit our Corporate Website.

Roundglass does not discriminate against race, color, religion, sex, sexual orientation, gender identity, gender expression, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, genetic information (including characteristics and testing), military and veteranstatus, and any other characteristic protected by applicable law.

Werely on legitimate interest as a legalbasis for processing personal information under the GDPR for purposes of recruitment and applications for employment.

Overview

As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email. Part of a weekend on-call rotational schedule once deemed capable.

Responsibilities

• Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
• Asking customers targeted questions to quickly understand the root of the problem
• Diagnosing & troubleshooting technical issues in an expedient manner
• Tracking issues through to resolution, within agreed time limits
• Escalating unresolved issues to the appropriate next level / internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Leading troubleshooting & brainstorming discussions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged – following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
• Identifying areas of improvement whether in processes, procedures, or tools
• Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
• Creating and delivering product knowledge sharing sessions to the respective regional team
• Communicating with Sales Team to ensure timely updates for any critical issue
• Working with the Engineering team to assist with documentation
• Performing activities (reproducing the issue when required)

Qualifications

Knowledge and Skills

• Required

• Understanding of networks
• CCNA or equivalent knowledge
• 4G-5G
• AAA
• Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
• Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
• Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high-level protocols and traffic
• Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
• Good understanding of technology infrastructure, security concepts and platforms
• Strong understanding of networking (specifically IP related technologies)
• Good understanding of virtualization & cloud concepts
• Able to install, configure, and/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers
• Scripting and some programming
• Ability to configure and troubleshoot problems - logical thought process
• Good problem solving investigative and multi-tasking skills
• Ability to communicate with customers presenting technical information either verbally or in written format
• Focus to detail and can follow defined processes/procedures
• Technical acumen and able to identify when escalations are required
• Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
• Organization and prioritization abilities
• Good computer skills in MS Office

• Desired
• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
• Great collaborator
• Good CSAT and customer feedback

Work Experience, Education and Certifications

• Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience
• Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute
• Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field