154 Customer Service Field jobs in Kanpur

• Lead and manage a team of technical support representatives, providing guidance and mentorship.
• Handle escalated customer technical support issues and ensure timely resolution.
• Develop and implement efficient support processes and workflows.
• Monitor team performance and ensure adherence to Service Level Agreements (SLAs).
• Train new support staff on products, services, and support procedures.
• Maintain and update the knowledge base with relevant technical information and troubleshooting guides.
• Analyze support trends and identify root causes of recurring technical issues.
• Collaborate with engineering and product teams to provide feedback for product improvement.
• Ensure a high level of customer satisfaction through effective problem-solving and communication.
• Manage support ticketing system and ensure accurate record-keeping.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3-5 years of experience in technical support, with at least 1 year in a lead or supervisory role.
• Strong technical knowledge of hardware, software, and network troubleshooting.
• Proven ability to lead and motivate a team.
• Excellent communication, interpersonal, and customer service skills.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
• Ability to work effectively under pressure and manage multiple priorities.
• Detail-oriented with strong analytical and problem-solving skills.

• Lead and manage a team of technical support representatives, providing guidance and supervision.
• Oversee the daily operations of the technical support department, ensuring efficient ticket management.
• Handle and resolve escalated customer technical issues and complaints.
• Develop and implement support policies, procedures, and best practices.
• Train new and existing support staff on product knowledge and customer service skills.
• Monitor customer service metrics and performance, identifying areas for improvement.
• Collaborate with product development and engineering teams to identify and resolve product issues.
• Create and maintain comprehensive knowledge base articles and troubleshooting guides.
• Ensure timely and accurate response to customer inquiries across various channels.
• Analyze support trends and provide feedback to improve product usability and customer satisfaction.
• Manage the allocation of resources and workloads within the support team.
• Contribute to the continuous improvement of customer support processes and tools.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or customer service, with at least 2 years in a leadership role.
• Strong technical aptitude and problem-solving skills related to software and hardware.
• Excellent communication, interpersonal, and customer service skills.
• Proven ability to lead and motivate a team.
• Experience with helpdesk software and CRM systems.
• Ability to manage multiple priorities and work under pressure.
• Proficiency in troubleshooting common technical issues.
• Knowledge of ITIL best practices is a plus.
• A patient and empathetic approach to customer interactions.

Job title: Manager – Technical Support

Location: Panki site, Kanpur

World-changing careers, enabled by Johnson Matthey. With more than 200 years history, join us and help to accelerate the transition to net-zero! As a Manager, you’ll manage overall Technical Support and Process Engineering function, supporting manufacturing, quality assurance, process safety, projects and NPI / product development activities. You will also act as a link between global technical, R&D and Product development groups and teams.

Please note, this role is related to Chemical Engineering & R&D functions, not I.T.

The role:

As a Technical Support Manager, you will help drive our goals by:

Key skills/qualifications that will help you succeed in this role :

What we offer:

We make sure salaries are fair, competitive and aligned to individual roles, experience and responsibilities. We are also supportive of hybrid and flexible working and where applicable, offer life, medical and other benefits that support our employees’ financial and physical wellbeing, such as:

Ready to make a meaningful impact on your career and the environment? Join us and help shape a sustainable future while advancing your career!

At JM, inclusivity is central to our values. We create an environment where everyone can thrive, embracing diverse perspectives to tackle challenges and ensure all colleagues feel valued and connected.

For any queries or accessibility requirements, please contact We will work with you to make suitable adjustments at any stage of the recruitment process. All conversations are confidential, and your feedback is welcome to help us provide an accessible and positive recruitment experience.

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks, early application is advised .

To submit your application, please click the "Apply" button online.

Roles & Responsibilities:

Relevant Experience Looking for 2-5 Yrs

Education: B.E/B.Tech/ B.Sc (Computers/Electronics) / BCA / BBA

Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,

1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues

2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers

3:Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.

4:Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.

5:Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills:

1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.

Roles & Responsibilities:

Relevant Experience Looking for 2-5 Yrs

Education: B.E/B.Tech/B.Sc (Computers/Electronics) / BCA / BBA

Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,

1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues

2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers

3:Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.

4:Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.

5:Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills:

1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.

• Provide first-line customer support and technical assistance via phone, email, and chat.
• Diagnose and resolve customer issues related to software, hardware, and services.
• Guide customers through product functionalities and features.
• Escalate complex technical problems to higher-level support teams when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Contribute to the knowledge base by documenting common issues and solutions.
• Adhere to established service level agreements (SLAs) and company policies.
• Identify trends in customer issues and provide feedback to product development teams.
• Continuously improve technical knowledge and customer service skills.

• High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
• Minimum of 2 years of experience in a customer service or technical support role.
• Strong understanding of common operating systems (Windows, macOS) and basic networking concepts.
• Excellent communication, listening, and interpersonal skills.
• Ability to explain technical concepts in a clear and concise manner.
• Patience, empathy, and a customer-centric approach.
• Proficiency in using helpdesk software and CRM systems.
• Ability to multitask and manage time effectively.
• Strong problem-solving and analytical skills.
• Experience with troubleshooting common software and hardware issues.

• Respond to customer inquiries and provide technical support via various channels (phone, email, chat).
• Diagnose and troubleshoot technical issues related to our products/services.
• Guide customers through product usage and problem-solving steps.
• Escalate complex issues to appropriate internal teams when necessary.
• Document customer interactions and resolutions accurately in the CRM system.
• Maintain a high level of product knowledge and service expertise.
• Identify opportunities to improve customer satisfaction and retention.
• Collaborate with team members to share best practices and resolve issues.
• Adhere to all company policies and procedures.
• Contribute to a positive and supportive team environment.

• High school diploma or equivalent.
• Proven experience in a customer service or technical support role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and troubleshooting abilities.
• Proficiency in using computer systems and customer support software.
• Ability to explain technical concepts clearly and concisely.
• Patience, empathy, and a customer-centric attitude.
• Ability to work effectively in a fast-paced environment.
• Experience with (specific software/products relevant to the company, e.g., CRM software, ticketing systems) is a plus.