Job Summary

We are seeking a customer-focused Technology Support Associate to provide first-level technical support for end users through voice and non-voice channels, including phone, email, chat, self-service tickets, and voicemail. The role involves troubleshooting hardware and software issues, documenting incidents, ensuring timely resolution or escalation, and delivering an exceptional customer experience while meeting defined service levels and quality standards.

Key Responsibilities

- Provide timely and effective resolution for customer queries received through phone, email, chat, self-service tickets, and voicemail.
- 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, environment 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 The Technology Support team serves as the first point of contact for member firms experiencing technology-related issues involving hardware, software, applications, and IT services. Support is delivered through phone, chat, web forms, and email. The team operates in a collaborative setting that encourages continuous learning, innovation, quality service, and professional growth.

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 knowledge of Microsoft Office (2010/2013), including Outlook.
- Basic understanding of computer hardware and software.
- Knowledge of Windows 10 and macOS operating systems.
- Basic understanding of networking and internet technologies.
- Ability to work in a fast-paced, customer-focused, 24x7 support environment.
- Willingness to learn new technologies and adapt to changing business requirements.

Preferred Competencies
- Customer-centric approach with strong ownership and accountability.
- Ability to multitask and prioritize effectively.
- Team player with mentoring and collaboration skills.
- Adaptability to work with global teams across different time zones and cultures.
- Strong attention to detail and commitment to quality.

Pay: ₹100,000.00 - ₹400,000.00 per year

Work Location: Hybrid remote in Hyderabad, Telangana (Hyderabad District)

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