Technical Support Executive

Job Description: L3 Technical Support Executive (Voice Process)

Company & Client Overview

• Company: Startek (Aegis BPO)
  • Client Process: Acer (Laptop Service Support)
  • Job Type: Full-time, Permanent
  • Work Location: Work from OfficeAddress: 41, St Johns Rd, Rukmani Colony, Shivaji Nagar, Bengaluru, Karnataka 560042

Salary & Benefits

• CTC: Up to 27,000/- per month (Based on experience)

Role & Responsibilities

As an L3 Technical Support Specialist, you will be the highest tier of technical support for resolving complex hardware and software problems.

• Advanced Troubleshooting: Diagnose and resolve complex Level 3 hardware, software, and OS configurations specifically for Acer laptops and computing devices.
• Escalation Management: Handle critical technical queries routed from L1 and L2 support agents with high-quality resolution.
• Customer Service Excellence: Walk customers through step-by-step technical fixes via voice calls while maintaining a professional and helpful tone.
• Documentation: Log precise case details, diagnostic notes, and resolutions in the CRM database.

Technical Skill Set & Competencies (Mandatory)

Candidates must possess strong technical knowledge in the following areas:

• Hardware & Component Level Knowledge: Advanced understanding of laptop architecture including Motherboards, RAM, HDD/SSD, Processors, Display panels, and Power Supply Unit (PSU) issues.
• Operating Systems (OS): Expertise in installation, configuration, and troubleshooting of Windows 10, Windows 11, and Chrome OS.
• Core Troubleshooting: Deep understanding of BIOS/UEFI settings, Blue Screen of Death (BSOD) errors, Boot Loop issues, driver conflicts, and malware removal.
• Networking Basics: Troubleshooting Wi-Fi connectivity, LAN issues, IP configurations, and remote desktop tools.
• Diagnostic Tools: Ability to guide users through built-in Acer hardware diagnostics and system restore procedures.

Eligibility Criteria

• Education: Any Degree / Graduate in any stream.
  • Experience: Minimum 1 year of mandatory experience in Laptop Service Support. (Candidates without laptop technical support experience will not be considered).
  • Language Proficiency:
  • Fluent in Hindi and English.
  • Must clear Versant Level 4 assessment.

Work Timings & Shift Details

• Working Days: 6 Days working per week.
  • Weekly Off: 1 Day Rotational Off.
  • Shift Windows (Rotational):
  • Females: 7:00 AM 8:00 PM (Day window)
  • Males: 7:00 AM – 12:00 AM (Midnight window)
  • Transport: No cab facilities provided; candidates must manage their own commute.