Profile: International Tech Support Associate

Salary: Up to 50k plus incentives

Location: Noida

Shift: Night/US Shift/ Rotational

Job Type: Full Time

Process: US Process

Min 2-4 years' experience.

Candidates should have experience in troubleshooting of Printer and Routers over the call of international customers.

Requirements:

• Handle Inbound / Outbound Calls
• Diagnose and troubleshoot software and hardware problems
• Resolve customer-related queries and handle escalations
• Responsibilities include but are not limited to resolving network issues & printer issues
• Awareness of using screen-sharing tools to provide support remotely
• Should have excellent communication and customer-handling skills
• Should have a basic operational understanding of Mac OSXs and Chrome OS

Key Responsibilities:

• Candidate should have experience as international tech support executive.
• Candidate should have experience in providing support to customer via phone call.
• Provide technical support to customers via phone call.
• Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity.
• Assist customers in installing, configuring, and using our products and services.
• Escalate unresolved issues to appropriate internal teams and follow up to ensure timely resolution.
• Document support interactions, including details of inquiries, troubleshooting steps, and resolutions.
• Collaborate with cross-functional teams to improve product usability and customer experience.
• Stay up-to-date with product developments, technical specifications, and industry trends.
• Identify opportunities for process improvements and contribute to knowledge base documentation.
• Provide training and guidance to junior support team members as needed.

Position Overview:

We are seeking a highly motivated and skilled International Technical Support Executive to join our team. The successful candidate will be responsible for providing technical assistance and support to customers located internationally. They will troubleshoot technical issues, escalate problems as needed, and ensure timely resolution to maintain customer satisfaction.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field.
• Proven experience in a technical support role, preferably in an international environment.
• Strong knowledge of software, hardware, and networking concepts.
• Excellent communication skills, both written and verbal, with fluency in English and [other languages as needed].
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Customer-focused attitude with a passion for delivering exceptional service.
• Problem-solving skills with attention to detail and accuracy.