Job Description: Technical Customer Support Associate (International Account)

Company: Transcom

Location: Gurgaon, India

About Transcom:

Transcom is a global customer experience specialist, providing customer care, sales, technical support, and credit management services through our extensive network of contact centres and work-at-home agents. We are committed to delivering exceptional customer experiences and building strong partnerships with our clients.

About the Role:

We are seeking skilled and motivated technical customer support associates to join our team in Gurgaon, supporting our international technical support account. In this role, you will be responsible for providing exceptional technical assistance to our global customer base, resolving their technical issues, and ensuring a positive customer experience.

Responsibilities:

- Technical Support:
- Provide technical support to international customers via phone, email, and chat.
- Diagnose and troubleshoot technical problems related to software, hardware, and network issues.
- Provide explicit and concise solutions to customer enquiries.
- Guide customers through technical processes and procedures.
- Escalate complex technical issues to higher-level support teams as needed.

- Customer Interaction:

- Maintain a professional and courteous demeanour while interacting with customers.




- Ensure a high level of customer satisfaction by providing timely and effective solutions.
- Document all customer interactions and technical resolutions in the CRM system.
- Maintain a high level of customer satisfaction.

- Knowledge Management:

- Stay updated on product knowledge and technical advancements.
- Contribute to the development of knowledge base articles and troubleshooting guides.
- Adhere to all outlined processes and procedures.

Qualifications and Skills:

- Education:
- Graduate degree.

- Experience:

- Minimum of 6 months of experience in a technical support role.
- Experience from a technical background is mandatory.

- Skills:

- Strong technical knowledge and troubleshooting skills.
- Excellent verbal and written communication skills in English.
- Ability to work in a fast-paced and dynamic environment.
- Strong customer service orientation.
- Proficiency in using CRM systems and other support tools.
- Basic computer skills.

What We Offer:

- Competitive salary
- Opportunity to work on an international technical support account.
- Professional and supportive work environment.
- Rotational shifts.
- 5-day working week.
- 2 days of rotational week offs.
- Comprehensive training and development opportunities.
- Work-from-office setting.

Interview Process:

- HR Round
- Operations Round
- Client Round

Shift:

- Rotational shifts.

Location:

- Gurgaon

📌 International Chat Process (Gurugram)
🏢 Team Vertex Cosmos
📍 Gurugram