Global Support Associate

As a Global Support Associate at our company, you will play a crucial role in providing top-notch technical and customer support to our international clients. Your responsibilities will include: - Monitoring and managing real-time issues reported during exams through Freshdesk (ticketing tool). - Responding promptly to tickets, email queries, and chat support requests. - Escalating unresolved or critical tickets to Tier 2 Support when required. - Coordinating closely with the Examination Coordinator and Technical Team to ensure timely issue resolution. - Validating or generating exam codes on the platform as per the process guidelines. - Maintaining accurate documentation of support interactions and resolutions. - Ensuring adherence to SLAs and delivering high-quality customer service at all times. To excel in this role, you should possess the following skills and qualifications: - 2 to 5 years of experience in Customer Support, Global Support, Helpdesk, or Technical Support roles. - Excellent written and verbal communication skills in English with a customer-centric attitude. - Experience with CRM or ticketing tools like Freshdesk, Zendesk, Jira, or ServiceNow. - Basic understanding of web-based applications, system navigation, and troubleshooting. - Ability to analyze issues logically and take ownership till resolution. - Capable of handling multiple conversations and tasks in a fast-paced environment. - Strong attention to detail and adherence to service guidelines and SLAs. Joining our team will offer you: - The opportunity to work with a dynamic team supporting global customers. - Growth opportunities in international support operations. - Exposure to global tools, processes, and best practices. - Supportive and collaborative work culture. - Excellent career growth opportunities. If you are ready to make an impact in this role, please send your updated resume to kirtika.sharma@ncreduservices.com.,