Vacancy Name

Associate Specialist, Customer Services & Technical Support

Requisition No

VN4528

Time Type

Full Time

Location

Gurgaon Office

Additional Location

Country

India

Job Description

Find purpose in each day while contributing to a workplace revolution! SHL, People Science. People Answers!

Are you passionate about delivering excellent customer experiences while solving technical challenges? As an Associate Specialist, Customer Services & Technical Support, you'll be responsible for providing prompt technical assistance to customers, troubleshooting issues, and ensuring timely resolution of client requests. You'll work closely with internal teams to resolve complex issues, manage cases within defined SLAs, and contribute to continuous improvements in our products and processes.

A great benefits package is offered in a culture where career development, ongoing coaching, collaboration, flexibility, diversity, and inclusivity are all intrinsic to our culture. There is a huge investment in SHL currently, so there's no better time to become part of something transformational.

What You Will Be Doing:

- Provide prompt technical support to customers through approved communication channels and resolve issues at the first point of contact wherever possible.
- Investigate, troubleshoot, and escalate complex technical issues while ensuring clear documentation and communication.
- Manage and track customer cases, ensuring requests and incidents are resolved within defined SLAs and timelines.
- Collaborate with Product, Engineering, Operations, and other internal teams to drive timely issue resolution.
- Maintain accurate records of customer interactions, issues, and resolutions while supporting data reviews and client audits.
- Identify recurring technical issues and contribute to process and product improvement initiatives.

What We Are Looking For:

Essential:

- 1–2 years of experience in a customer service,



technical support, or customer delivery environment.
- Strong customer service, interpersonal, analytical, written, and verbal communication skills.
- Experience working with KPIs, SLAs, milestones, deadlines, and change requests.
- Good operational knowledge of Microsoft Office, Smartsheet, JIRA, and Salesforce.
- Ability to remain composed and perform effectively in high-pressure situations.

Desirable:

- A proactive, customer-focused approach with strong problem-solving skills.
- Experience working collaboratively with cross-functional teams in a fast-paced environment.

Get in Touch:

Find out how this unique chance can help you achieve your career goals by applying to our knowledgeable Talent Acquisition team. Choose a new path with SHL.

About Us

- We unlock the possibilities of businesses through the power of people, science and technology.
- We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
- When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.

What SHL can offer you

Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL’s business and culture (find out more about DEI and accessibility at SHL)

- Employee benefits package that takes care of you and your family.
- Support, coaching, and on-the-job development to achieve career success
- A fun and flexible workplace where you’ll be inspired to do your best work (find out more LifeAtSHL)
- The ability to transform workplaces around the world for others.

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.

📌 Associate Specialist, Customer Services & Technical Support (India)
🏢 SHL
📍 India