Job Description Summary
- Job Title: L1 Technical Support Executive (US Process)
- Department: Technical Support & Customer Success

Key Sections Included in the Document:
- Position Summary: High-level overview of the balancing act between technical problem-solving, CRM management, and support plan monetization.
- Key Responsibilities: Deep dive into troubleshooting, incident/ticket management lifecycle, sales integration, and customer satisfaction KPIs.
- Performance Metrics: Concrete KPIs such as First Contact Resolution (FCR), Average Handling Time (AHT), CSAT, and sales conversion rates.
- Qualifications & Skills: Breakdown of required hardware/software competencies, CRM knowledge, soft skills, and soft-sales capabilities.
- Advantages & Growth: Corporate offerings including an attractive incentives structure for sales and direct professional development pathways.

Key Responsibilities:
- Provide L1 and L2 technical support via phone,



chat and ticketing tools.
- Monitor, log, prioritize and resolve service requests within TAT given to the customer.
- Troubleshooting Windows, macOS, Microsoft 365, Printers and network connectivity issues.
- Perform root cause analysis for recurring issues and implement solutions.
- Escalate incidents to L2 support teams and maintaining tickets in CRM.
- Maintain accurate documentation of issues, resolutions and SOP's.

Language:
- English (preferred)

Location:
- Zirakpur (Punjab)

Shift Availability:
- Night Shift (preferred)

Work Location: In Person

Pay: ₹240,000.00 - ₹600,000.00 per year

Experience:
- technical sales in US process: 1 year (preferred)

Work Location: Hybrid remote in Zirakpur, Punjab

📌 Technical Support Executive (Zirakpur)
🏢 Shree Global OPC Private
📍 Zirakpur