International Voice

As a Technical Support Associate at the Service Desk in an International Voice process, your primary responsibility will be to address customer inquiries through various channels such as phone calls, emails, and chat support. This includes providing after-hours on-call assistance to troubleshoot technical issues. You will be supporting end-user devices and peripherals, encompassing computer hardware, operating systems, software applications, data processing, and security measures. Your role will involve handling IT break-fix requests, resolving basic level 1 and some level 2 issues, and escalating complex issues to the appropriate teams. Additionally, you will be expected to troubleshoot hardware and software problems remotely, particularly focusing on Windows, Mac OS, Apple, Google for Work, and Android Phone Support. Ideally, you should have experience in supporting retail industry devices like Point-of-Sale devices, Zebra devices, switches, routers, printers, and other store equipment. Following issue resolution, you will conduct post-resolution follow-ups to ensure customer satisfaction. Researching and resolving technical problems, as well as creating and updating knowledge articles and support processes, will also be part of your duties. To qualify for this role, you should hold a degree in any discipline, a diploma, or possess equivalent IT professional experience. A minimum of 6 months to 1 year of relevant experience is mandatory, with 1 to 2 years preferred. Strong communication skills are essential, along with the ability to multitask effectively. You must demonstrate a keen willingness to adapt and learn new platforms and skills quickly, coupled with a sense of urgency in addressing customer needs. Excellent interpersonal skills, focused on building rapport, active listening, and effective questioning, are highly valued. Working under pressure and dealing with external constraints are integral aspects of this position, requiring you to navigate resource limitations, time constraints, task complexity, and unforeseen challenges. A good understanding of ITIL principles is desired, along with prior experience in customer or technical support roles. The role demands flexibility to work in a 24*7 environment, including night shifts, with rotational offs. The work location is in Hinjewadi, Pune, with a full-time job type. The salary offered for freshers is 3 LPA, with experienced professionals receiving a hike of 25% to 30% on their last drawn CTC, capped at 6 LPA. The maximum age limit for applicants is 32 years. The schedule involves rotational shifts, and the preferred experience includes at least 1 year in an international Voice process. The preferred work location is in Pune, Maharashtra, for an in-person role.,