technical support

Position

Employment Type

Key Responsibilities

• Provide

  L1/L2 technical support

  for telecom and consumer electronic products.
• Troubleshoot device connectivity, software errors, and application malfunctions.
• Handle customer interactions via

  voice, chat, and email

  platforms.
• Ensure

  first contact resolution (FCR)

  and maintain

  customer satisfaction (CSAT)

  metrics.
• Escalate complex issues to appropriate teams while maintaining ownership.
• Document solutions in knowledge management systems.
• Follow US-based process guidelines and adhere to

  shift schedules

  .

Key Skills

• Device & Network Troubleshooting
• Antivirus Software Support (McAfee, AVG)
• Router & Wi-Fi Configuration (Netgear, Telstra)
• Smart Devices (Alexa, Roku, Kindle)
• Ticketing Tools: Salesforce, Zendesk, Siebel (as applicable)
• Excellent Communication (US Accent Preferred)
• Windows/Mac OS Troubleshooting
• Remote Desktop Support

Qualifications

• Minimum qualification: Any Graduate (Technical background preferred)
• 2–5 years of relevant international technical support experience
• Strong written and verbal English communication
• Willingness to work in

  night shifts (US Shift)

Projects & Domain Experience

• Sutherland (McAfee - Help Desk)

  Provided technical support for McAfee antivirus products, resolving installation, renewal, and malware-related issues for US customers.

• ATT (AT&T)

  Handled telecom-related support including mobile and broadband troubleshooting, billing clarifications, and service provisioning.

• Amazon (Alexa/Kindle Device Troubleshooting)

  Assisted customers with voice assistant setup, device pairing, Kindle performance issues, and account-related queries.

• Tech Mahindra (Telstra - Telecom Support)

  Offered first-level resolution for Telstra broadband, mobile services, and technical faults, including network outages and modem configuration.

• Sitel (BT - British Telecom)

  Addressed UK customer issues related to broadband connectivity, landline, and equipment faults with strong process adherence.

• Concentrix (Netgear, Roku, Formway)

• Netgear

  : Router/modem configuration, firmware updates, port forwarding, and wireless setup.

• Roku

  : Device activation, streaming issues, and hardware/software support.

• Formway

  : Handled niche tech product support.

• Hexaware (AVG, BT, Virgin Media)

  Provided antivirus support (AVG), plus telecom and broadband support for BT and Virgin Media customers.