Technical Solution Consultant

We are looking for a Customer Support Executive for our Technical Process to handle inbound/outbound customer interactions via voice, chat, or email. You will troubleshoot technical issues, resolve customer queries, and ensure a high-quality customer experience while meeting process-defined quality and productivity targets.

Key Responsibilities

• Handle customer queries related to products/services through voice, chat, or email channels
• Diagnose and troubleshoot basic technical issues (software, hardware, connectivity, applications, account access) using defined workflows and knowledge base articles
• Provide step-by-step guidance to customers and ensure first-call resolution wherever possible
• Accurately document all customer interactions, issues, and resolutions in the CRM system
• Escalate complex or unresolved issues to Level 2/Technical teams following the escalation matrix
• Meet daily/weekly/monthly targets for AHT (Average Handling Time), CSAT, quality scores, and schedule adherence
• Stay updated on product knowledge, process changes, and new troubleshooting procedures
• Maintain confidentiality of customer data and adhere to information security policies

Required Qualifications

• Education: Graduate in any discipline (candidates with a technical background/B.Tech/BCA preferred); undergraduates with relevant BPO experience may be considered
• Experience: 0–3 years; freshers welcome, prior experience in technical support/international or domestic BPO is an advantage
• Excellent verbal and written communication skills in English (additional regional language is a plus)
• Basic understanding of computers, operating systems (Windows/Mac), internet, browsers, and mobile applications
• Typing speed of 25–30 WPM with high accuracy (for chat/email processes)

Desired Skills

• Strong problem-solving and analytical ability
• Customer-first attitude with patience and empathy
• Ability to work under pressure and handle irate customers professionally
• Willingness to work in rotational shifts and a 24x7 environment
• Quick learner, adaptable to process and technology changes

What We Offer

• Competitive salary with performance-based incentives
• Cab facility / shift allowance as per company policy
• Health insurance and statutory benefits (PF, ESI, Gratuity)
• Structured training and certification programs
• Clear career growth path (SME, Quality Analyst, Team Leader roles)
• Vibrant, inclusive work culture with rewards and recognition programs