Analyst

Technical Support Executive – International Voice Process

Night Shift (with pickup and drop facility )

Job Summary

We are looking for a **Technical Support Executive** to provide technical assistance to customers based in the **United States** through an inbound voice process. The ideal candidate should have strong communication skills, troubleshooting ability, and a customer-focused approach.

Roles & Responsibilities

* Provide **technical support to US-based customers** through inbound calls.

* Understand, diagnose, and troubleshoot customer issues related to products or services.

* Resolve technical queries over the phone wherever possible.

* Perform basic troubleshooting and guide customers through appropriate resolution steps.

* Create or advise customers to raise a **support ticket** when the issue cannot be resolved during the call.

* Schedule and coordinate **technician visits** whenever onsite technical support is required.

* Accurately document customer interactions, issues, troubleshooting steps, and resolutions in the system.

* Follow defined **SOPs, service procedures, quality standards, and escalation processes**.

* Ensure timely resolution and appropriate escalation of unresolved issues.

* Maintain a high level of **customer satisfaction and first-call resolution**.

* Meet assigned **quality, productivity, and resolution targets**.

Requirements

* Graduate / Undergraduate as per company eligibility criteria.

* Excellent **English communication skills**, both verbal and written.

* Prior experience in **Technical Support / Customer Support / International Voice Process** will be preferred.

* Basic knowledge of troubleshooting technical products/services.

* Good problem-solving and analytical skills.

* Comfortable handling **US customers and inbound calls**.

* Ability to work in **night/rotational shifts**.

* Good typing and computer skills.

* Customer-service-oriented attitude with good listening skills.

Salary Details

* **CTC:** ₹20,100

* **Transport Deduction:** ₹1,600

* **ESIC & Professional Tax:** ₹350

* **Salary after deductions:** ₹18,150

* **Night Shift Allowance:** ₹4,000

* **Approx. In-hand with NSA:** **₹22,000**

* **eClerx Interview Incentive:** Up to ₹7,000 *(performance-based)*

* **Client Incentive:** *(Performance-based)*

Pay: ₹20,000.00 - ₹22,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Work Location: In person