International Technical Support

Roles & Responsibilities

• Provide technical support to international customers through email, chat, and voice channels.
• Troubleshoot and resolve technical issues within defined SLAs.
• Diagnose hardware, software, system, and connectivity-related issues.
• Analyze customer-reported problems and provide appropriate technical solutions.
• Escalate complex or unresolved issues to relevant technical teams.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Follow troubleshooting procedures, knowledge-base articles, and support processes.
• Coordinate with internal engineering and product teams to resolve technical issues.
• Ensure a high level of customer satisfaction through professional and timely support.
• Handle international customers across different time zones and maintain effective communication.
• Participate in shift-based support as required.
• Contribute to knowledge sharing and continuous improvement of support processes.

Candidate Requirements

• 1+ years of experience in International Technical Support / Technical Support / IT Support.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience supporting international customers is preferred.
• Good understanding of hardware, software, networking, and operating systems.
• Strong customer-service orientation.
• Ability to work in rotational/night shifts as per business requirements.
• Good team-player skills.