Senior Technical Consultant

We are seeking a proactive Senior Technical Consultant who will play a key role in technical support, operational management, product explanation, and business development activities. This role requires close coordination with the Project Lead and GCC operational activities, while independently supporting customer engagement and business growth initiatives.

Key Responsibilities

• Act as a senior technical authority for complex customer support issues and escalations.
• Provide advanced technical assistance via calls, chats, and emails, ensuring high levels of customer satisfaction.
• Support business development activities by explaining products, features, workflows, and technical capabilities to prospective and existing clients.
• Participate in client calls, product demos, and requirement discussions, offering clear technical and functional explanations.
• Coordinate all project-related inputs, updates, and implementation activities through the Project Lead.
• Manage support operations, including shift planning, workload allocation, and monitoring overall support sessions.
• Supervise and review the work of subordinate team members, ensuring quality, accountability, and adherence to processes.
• Monitor and ensure timely execution of AMC (Annual Maintenance Contract) activities, including follow-ups, renewals, service delivery, and compliance.
• Track AMC-related tasks handled by subordinates and ensure proper documentation and reporting.
• Collaborate with internal teams to resolve AMC-related technical or service concerns efficiently.
• Mentor and guide junior team members for continuous improvement in technical skills and customer handling.
• Maintain accurate customer records, support documentation, AMC logs, and operational reports.
• Identify recurring issues and propose process and service improvements.

Requirements

• 2–4 years of experience in technical support, technical consulting, or a similar senior role.
• Bachelor’s degree or diploma in Computer Science, Information Technology, or a related field.
• Strong understanding of ERP software systems, product workflows, and basic networking concepts.
• Experience in handling AMC operations and customer lifecycle management.
• Ability to explain technical concepts clearly to non-technical stakeholders.
• Prior experience in team supervision and shift management.
• Proficiency in MS Office tools and familiarity with CRM/helpdesk platforms.
• Strong communication, leadership, and problem-solving skills.
• Ability to balance technical operations, business support, and team management responsibilities.

Job Type: Full-time

Benefits:

• Cell phone reimbursement
• Paid time off

Ability to commute/relocate:

• Kozhikode, Kerala: Reliably commute or planning to relocate before starting work (Required)

Shift availability:

• Night Shift (Required)
• Day Shift (Required)

Work Location: In person