Job
Description
Hi, Desktop Support Engineer - India Concerned process is a Non-WAHA (WFO) process with no flexibility to operate either in hybrid or WFH model, now or in future. Concerned process operates in a 24x7 shift structure. Agents work in rotational shifts (rotational week offs) assigned to them keeping in mind business requirements. No personal preferences will be entertained. Profile Handle and respond to Global Customers requests through multiple communication channels while updating CRM systems with all requested information appropriately. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Responsibilities Mac Support Experience Required Provide technical assistance and troubleshooting for macOS systems, including support for hardware, software, and network connectivity issues. Install, configure, and manage Mac-based systems and applications (including iCloud, MDM solutions like Jamf, Apple Business Manager, etc.). Provide technical support to TP Global employees who work from home and on-site environments. Log customer interactions into the customer relationship database and follow escalation procedures to resolve issues. Track and follow cases to ensure they are closed in an efficient and timely manner. Maintain strong, professional relationships with all customers and demonstrate empathy at all times. Research the Knowledge Base to troubleshoot customer problems and address questions and concerns. Handle customer complaints according to procedures and log cases appropriately. Ensure all support calls and, when applicable, emails and chats are answered and resolved within the agreed SLAs. Provide feedback to superiors on emerging issues and proactively highlight areas for improvement. Adapt skills based on feedback and training. Adhere to Teleperformance Rules & Regulations on personal and performance data confidentiality & security. Adhere to Internal and External Standards as outlined by Steering Committees. Attend recurrent trainings published by the Client/Company on a regular basis. Knowledge & Qualifications High school diploma or equivalent. 1-3 years of experience in a technical support department, preferably with Mac support exposure. Strong understanding of macOS, Apple hardware, device enrollment, MDM platforms (e.g., Jamf), and Apple ecosystem troubleshooting. Proficient in using desktop computers, internet/web applications, and MS Office Suite. Proficient in English (C1 level) – excellent written and verbal communication. Strong logical thinking and troubleshooting ability. Ability to manage customer inquiries through all support channels (phone, mail, chat). Typing speed: 25 WPM, Accuracy: 85%. Strong knowledge of Windows, macOS, Chrome OS , Office applications, and Home VPN technologies. No disciplinary actions or written warnings in the past 9-12 months of employment (internal candidates).
