8,134 Technical Support Role jobs in India

• Customer Assistance : Respond to customer queries and provide assistance via phone, email, or chat. Ensure timely and accurate resolution of customer concerns.
• Technical Troubleshooting : Diagnose and troubleshoot technical issues related to the product or service, providing clear instructions or fixes to customers.
• Product Guidance : Offer in-depth knowledge and guidance on the product, including features, functions, and best practices, to enhance the customer experience.
• Issue Resolution : Resolve customer complaints or concerns efficiently, following standard procedures and escalating to higher-level support when necessary.
• Ticket Management : Log customer issues, queries, and feedback into the ticketing system, tracking them from initiation through to resolution.
• Follow-up and Feedback : Ensure follow-up on pending issues, confirming resolution and gathering customer feedback to improve services.
• Documentation : Maintain accurate records of customer interactions, technical problems, and resolutions. Update knowledge base articles and FAQs as needed.
• Product Installation/Configuration : Assist customers with the installation, configuration, or setup of software or hardware, offering step-by-step instructions if required.
• Knowledge Sharing : Stay updated on product changes, updates, and features to provide accurate and up-to-date information to customers.
• Escalation Handling : Identify issues that need escalation and direct them to the appropriate team or higher-level technical support.
• Collaboration : Work with other teams (engineering, product, and sales) to resolve complex customer issues or gather feedback for product improvements.
• Training : Provide training sessions or materials to customers, ensuring they understand how to use the product effectively.
• Customer Retention : Build and maintain relationships with customers by ensuring high-quality service and fostering trust.

• Technical Proficiency : Strong understanding of the product or service being supported, with the ability to troubleshoot technical issues.
• Communication Skills : Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical customers.
• Problem-Solving : Strong analytical and problem-solving skills to identify root causes of issues and provide solutions effectively.
• Attention to Detail : Ability to accurately document issues, troubleshooting steps, and resolutions in the system.
• Customer-Centric Approach : Focused on delivering an excellent customer experience, with the ability to remain calm and professional under pressure.
• Time Management : Ability to manage multiple tasks simultaneously while adhering to SLAs (Service Level Agreements).
• Adaptability : Ability to adapt to changes in processes, product features, or customer requirements quickly.
• Patience & Empathy : Patience and empathy in handling customer inquiries and troubleshooting, especially with frustrated or non-technical users.
• Team Collaboration : Ability to collaborate with cross-functional teams, including engineering, product, and sales, to ensure issues are resolved.
• Multitasking : Handle multiple customer issues or queries at once while maintaining high service quality.
• Technical Tools : Familiarity with customer support software (e.g., Zendesk, Freshdesk) and basic IT troubleshooting tools.

Experience: 2 Month - 1 Years

Budget : 25k

Notice Period: Immediate joiner

Job Mode: Rotational Shift

Job Duties:

1. Handling Calls: Managing a high volume of inbound and outbound calls via IVR (Interactive Voice Response) in a timely and professional manner.

2. Communication: Communicating with customers through various channels, including email, Calls and WhatsApp.

3. Customer Service: Identifying customer needs, addressing complaints, and offering suitable solutions.

4. Escalating Issues: Escalating unresolved issues to appropriate management or departments for further action.

5. Follow-up: Conducting follow-up with customers to ensure issues are resolved to their satisfaction.

6. Customer Records: Maintaining accurate customer information in the company's Customer Relationship Management (CRM) system.

7. Reporting: Completing call logs and generating relevant reports for management

• We are seeking a Customer & Technical Support Specialist to join our team in India. The ideal candidate will provide exceptional customer service and technical assistance to our clients, ensuring a smooth and efficient resolution of their issues.
• Provide first-level customer support through various channels including phone, email, and chat.
• Diagnose and troubleshoot technical issues reported by customers.
• Document and track customer interactions in the support ticketing system.
• Escalate complex issues to senior technical staff as required.
• Conduct follow-up calls to ensure customer satisfaction and resolution of issues.
• Assist in creating and maintaining knowledge base articles for common issues.
• 1-5 years of experience in customer support or technical support roles.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent verbal and written communication skills in English.
• Proficient in using support ticketing systems and CRM software.
• Ability to troubleshoot hardware and software issues effectively.
• Strong problem-solving skills and attention to detail.
• Basic knowledge of networking concepts and protocols.

Experience: 2 Month - 1 Years

Budget : 25k

Notice Period: Immediate joiner

Job Mode: Rotational Shift

Job Duties:

1. Handling Calls: Managing a high volume of inbound and outbound calls via IVR (Interactive Voice Response) in a timely and professional manner.

2. Communication: Communicating with customers through various channels, including email, Calls and WhatsApp.

3. Customer Service: Identifying customer needs, addressing complaints, and offering suitable solutions.

4. Escalating Issues: Escalating unresolved issues to appropriate management or departments for further action.

5. Follow-up: Conducting follow-up with customers to ensure issues are resolved to their satisfaction.

6. Customer Records: Maintaining accurate customer information in the company's Customer Relationship Management (CRM) system.

7. Reporting: Completing call logs and generating relevant reports for management

• Respond to customer inquiries via phone, email, chat, or ticketing systems regarding product functionality, usage, or technical problems.
• Diagnose and troubleshoot technical issues, providing step-by-step guidance or escalating complex problems to higher technical teams.
• Document all interactions and resolutions in the company's CRM or ticketing system accurately.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Assist customers in understanding product features and best practices.
• Collaborate with product development and engineering teams to report recurring issues or suggest improvements.
• Maintain up-to-date knowledge of product updates, system changes, and company policies.
• Meet service level agreements (SLAs) and individual performance targets related to customer satisfaction, response time, and issue resolution.

• Bachelor's degree in Computer Science, Electronics, IT, or related fields preferred.
• Freshers with strong technical aptitude and communication skills are welcome.
• Basic understanding of software, hardware, networking, or relevant technologies.
• Strong problem-solving skills and customer-focused attitude.
• Excellent verbal and written communication skills in English.
• Ability to work in shifts including nights and weekends if required.
• Familiarity with CRM or ticketing tools is a plus but not mandatory.

• Prior experience in technical support or customer service is an advantage.
• Certifications like CompTIA A+, ITIL, or relevant technical certifications are a plus.
• Multilingual abilities depending on customer base.
• Ability to explain technical concepts in simple language to customers.

• Handle customer queries via phone, email, and chat, providing technical assistance and product support.
• Troubleshoot hardware, software, network, or account-related issues as per process guidelines.
• Guide customers through step-by-step solutions and escalate complex cases to advanced teams.
• Log and update customer interaction details accurately in CRM/support tools.
• Meet defined SLAs for response time, resolution, and customer satisfaction.
• Educate customers on product features, usage tips, and best practices.
• Collaborate with other teams (development, sales, QA) to improve service quality.

• Any graduate (B.A., B.Com, B.Sc., B.Tech, or equivalent).
• Strong communication skills in English (spoken and written) with a clear accent.
• Basic technical knowledge of computers, mobile devices, software applications, and networking concepts.
• Problem-solving attitude and patience in dealing with customers.
• Ability to multitask and use CRM/helpdesk tools (e.g., Zendesk, Freshdesk, Jira).
• Experience in customer service or technical support is a plus but freshers with a learning mindset are welcome.

• Empathy and active listening
• Clear and effective communication
• Time management and multitasking
• Adaptability to changing processes and tools

Job Responsibilities :

• The help desk service will serve for all ICT related incidents and service requests.
• The service will provide a Single Point of Contact (SPOC) and also resolution of all the incidents with root cause analysis that may arise during the Operations phase.
• The team should have adequate knowledge to resolve basic problems on their own.
• If a person or team is not able to resolve the problem within stipulated time frame then needs to escalate accordingly to the concerned user/administrator. 
• This helpdesk system should align with ITIL based incident and problem management applications. 

The Help Desk shall undertake the following activities:

• Log issues / complaints related to ICT infrastructure at the Data Centre under the scope of work and issue an ID number against the issue / complaint in the CA service-desk.
• Assign severity level to each issue / complaint so as to maintain categorization and differentiate the criticality of the incident via the priority levels, severity levels and impact levels.
• Track each issue / complaint to resolution.
• Provide feedback to the callers.
• Analyze the issue / complaint statistics.
• Escalate the problems to the 3rd party Vendors / concerned Service in-charge if necessary as per defined escalation matrix.

Skills/Expertise:

• Knowledge of operating systems i.e. Windows (all server versions), Red Hat Linux and Red Hat Advance Server etc.
• Knowledge of clustering technology (Linux & Windows),
• basic knowledge of backup operations.
• Knowledge of Networking protocols such as FTP, HTTP, HTTPS, SSH, DNS etc.
• Work experience on CA Service-desk.
• Should have good communication skills.
• Handling L1 / L2 level escalations on windows and linux servers.
• L2 desktop engineer.
• L1 Server troubleshooting.
• Experience on ticketing tool.
• Group policy, hardware, networking, firewall, trunk and access port.