Sr Technical Support Consultant - PPBU
IndiaFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English-speaking
- Experience
- At least 2+ years of experience
- Required Skills
- HTMLCSSJavascriptSharePointCustomer serviceTroubleshootingTechnical support
Requirements
- Graduate degree with at least 2+ years of experience in technical support or customer-facing technical roles.
- Strong understanding of technical support processes, troubleshooting methodologies, and case management systems.
- Proficiency in Windows OS and working knowledge of Mac OS environments.
- Basic to intermediate skills in HTML, CSS, JavaScript, and SharePoint.
- Familiarity with file formats, packaging, and deployment of software products.
- Understanding of Learning Management Systems and enterprise software environments is an advantage.
- Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Excellent customer service and account management skills with a solution-oriented mindset.
- Ability to remain calm under pressure and handle sensitive customer situations professionally.
- Strong time management skills with the ability to prioritize multiple tasks effectively.
- Willingness to work in rotational shifts to support 24/7 global operations.
- Self-driven, adaptable, and eager to learn new technologies in a fast-changing environment.
Responsibilities
- Provide high-quality technical support via chat, phone, and email for global English-speaking customers using enterprise communication and publishing products.
- Resolve technical and non-technical issues for enterprise, subscription, and individual customers, ensuring efficient case handling and resolution.
- Achieve strong first call resolution by effectively troubleshooting and resolving issues during initial customer contact.
- Accurately document all customer interactions and case details in tracking systems using clear written English.
- Meet key performance metrics including case resolution time, case aging, workload hygiene, and customer satisfaction targets.
- Conduct advanced research and collaborate with Tier 1 engineering teams to resolve complex technical issues.
- Assist in testing new product features and enhancements to ensure stability and usability.
- Participate in special projects and additional support initiatives as required.
- Maintain consistent communication with customers while ensuring professional and empathetic service delivery.
- Support continuous improvement of support processes and knowledge base documentation.
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