Sr Technical Support Consultant
New
Based in IndiaFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- Cloud ComputingTechnical support
Requirements
- Bachelor’s degree in a technical discipline or equivalent practical experience.
- 2+ years of experience in technical support, service desk, or customer-facing technology roles.
- Strong experience supporting software products in Windows and/or Mac environments.
- Familiarity with enterprise software solutions and cloud-based platforms.
- Basic understanding of Active Directory, Single Sign-On (SSO), and cloud technologies.
- Excellent written and verbal English communication skills.
- Strong analytical thinking and problem-solving abilities.
- Ability to multitask, prioritize effectively, and work in a fast-paced support environment with rotational shifts.
- Customer-focused approach with strong consultative and relationship-building skills.
- High cultural awareness and adaptability.
Responsibilities
- Handle real-time customer interactions through chat, phone, email, and web-based support channels.
- Provide consultative technical support throughout the customer lifecycle, including onboarding, installation, troubleshooting, and post-sales assistance.
- Diagnose and resolve technical issues related to billing, account management, software installation, and product functionality.
- Guide customers toward effective product usage while identifying opportunities for adoption, retention, and expansion.
- Support upselling and cross-selling initiatives by understanding customer needs and recommending relevant solutions.
- Collaborate with product, engineering, and subject matter experts to resolve complex customer issues.
- Manage customer retention efforts by addressing cancellation requests and proactively supporting at-risk customers.
- Maintain accurate case documentation and track issues within ticketing systems.
- Prioritize and triage incoming requests while maintaining service quality.
- Monitor performance metrics such as customer satisfaction and average handling time.
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