It Support Specialist | International Chat Process

Key Responsibilities

• Provide real-time technical support to international clients via chat/email (non-voice).
• Diagnose and resolve software, hardware, OS, browser, network, and basic IT-related issues.
• Escalate complex issues to L2/L3 support teams with proper documentation.
• Guide customers through step-by-step solutions, remote troubleshooting (if applicable), and configuration support.
• Maintain high levels of customer satisfaction, adhering to response and resolution SLAs.
• Document all interactions in the ticketing system with clarity and accuracy.
• Collaborate with internal tech teams to provide feedback and suggest process improvements.
• Stay updated on product and system changes, patches, and updates.

Eligibility Criteria:

• Minimum 12 years of experience in IT Support / Technical Support (Chat or Email preferred).
• Strong knowledge of Windows/Mac OS, browsers, basic networking, antivirus, and troubleshooting tools.
• Excellent written communication skills in English (grammar, clarity, and typing speed >35 WPM).
• Customer-focused with the ability to explain technical concepts to non-technical users.
• Familiarity with ticketing systems (like Zendesk, Freshdesk, Jira, ServiceNow) is a plus.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Willing to work in night shifts/rotational shifts to support international clients.