Technical Customer Support Lead

About Persistent

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what's next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 18 of the Fortune 50 companies, 7 of the 10 top US banks, 9 of the 10 technology companies, and numerous innovators across the healthcare ecosystem.

Our disruptor's mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We have delivered 26 sequential quarters of growth with $487.6M in Q4 FY26 revenue, up 7.8% Q-o-Q and 20.0% Y-o-Y. Our 29,500+ global team members, located in 21 countries, have been instrumental in helping the market leaders transform their industries. We received five awards at the ISG (Information Services Group) Provider Lens Awards 2026 and, for the second year in a row, were awarded the Growth Honor of the Year at the Everest Group Elevate 2026.

About Position:

We are seeking a customer-focused and proactive Technical Customer Support Lead to provide exceptional support to customers through phone, email, chat, and ticketing systems. The ideal candidate will be responsible for addressing customer queries, resolving issues efficiently, maintaining high customer satisfaction, and ensuring a positive customer experience.

• Role: Technical Customer Support Lead
• Location: Pune
• Experience: 7 to 12 Years
• Job Type: Full Time Employment

What You'll Do:

• Respond to customer inquiries via phone, email, chat, and support tickets.
• Understand customer concerns and provide accurate, timely resolutions.
• Log, track, and manage customer issues through the ticketing system.
• Escalate complex issues to appropriate teams and follow up until resolution.
• Maintain detailed records of customer interactions and support activities.
• Provide product/service information and guide customers on usage.
• Ensure adherence to defined SLAs and quality standards.
• Proactively communicate updates to customers regarding issue status.
• Identify recurring issues and share feedback with internal teams for process improvement.
• Maintain high customer satisfaction and deliver a positive support experience.

Expertise You'll Bring:

• Excellent verbal and written communication skills.
• Strong customer handling and problem-solving abilities.
• Ability to work in a fast-paced environment.
• Good analytical and troubleshooting skills.
• Ability to multitask and prioritize effectively.
• Strong teamwork and coordination skills.
• Experience with customer support, helpdesk, call center, or technical support environments.
• Knowledge of CRM tools such as Salesforce, Zendesk, Freshdesk, or ServiceNow is an added advantage.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”