Job Summary

Key Responsibilities
- Analyze, troubleshoot, and resolve incidents and service requests related to computer hardware, software, operating systems, and network connectivity.
- Accurately document all incidents, requests, and resolutions in the CRM/ticketing system.
- Escalate unresolved issues to appropriate support teams while ensuring proper follow-up.
- Stay updated on ongoing outages, planned maintenance, setting changes, and service communications.
- Meet and maintain key performance indicators (KPIs) such as:
- Customer Satisfaction (CSAT)
- Contact Quality
- First Call Resolution (FCR)
- Schedule Adherence
- Participate in individual and team coaching sessions and adhere to contact quality standards.
- Identify knowledge gaps and contribute to knowledge management by creating or updating knowledge base articles.
- Deliver a positive customer experience by understanding customer issues and maintaining a professional, solution-oriented approach.
- Demonstrate self-motivation and commitment to delivering excellent customer service.




- Work flexible shifts in a 24x7 support environment.
- Maintain regular attendance and minimize unplanned absences to support business continuity.
- Adhere to the organization's Code of Ethics, Vision, Mission, and Core Values.
- Effectively support users across multiple regions, including Americas, EMEA, and APAC.
- Mentor and support new team members as required.

Team Overview

QualificationsEducation
- B.Sc.
- B.Com.
- BCA
- B.Tech (Computer Science or Electronics background)
- Diploma or other non-engineering graduate qualifications

Experience
- 0-2 years of experience in Technical Support, IT Help Desk, Service Desk, or Customer Support.

Required Skills:
- Excellent written, verbal, and listening communication skills.
- Strong analytical and problem-solving abilities.
- Ability to quickly understand and communicate complex technical concepts.
- Good customer service and interpersonal skills.
- Working knowled

📌 Technical Support Associate (Hyderabad)
🏢 W Beyond
📍 Hyderabad