Company Name: VARITE India Private Limited

About The Client:

An American technological research and consulting firm based in Stamford, Connecticut that conducts research on technology and shares this research through private consulting, executive programs, and conferences. Its clients include large corporations, government agencies, technology companies, and investment firms.

The Client serves over 12,000 organizations in over 100 countries with an employee strength of 15,000.

About The Job:
- Responsible for providing phone and chat-based technical support for all Client applications and systems by identifying the issue(s), determining, and executing appropriate resolution or escalation, and communicating that resolution or escalation to the associate

Essential Job Functions:
- Act as the first point of contact for phone calls, chats, and emails from internal associates regarding IT & REWP issues and queries
- Log all phone calls, chats and emails in our call logging tool, updating with relevant information and escalate as necessary within SLAs and to Gartner standard




- Maintain accurate up-to-date status on all tickets
- Ensure that all associates have been properly communicated before closing a ticket request
- Provide first-line troubleshooting and resolutions upon initial contact, using our internal knowledge base & various tools
- Assist associates with installation, configuration and ongoing usability of system hardware and software
- Assist with mobile device issues (Apple, Android, Windows Phone – any others)
- Perform basic hardware troubleshooting remotely.
- Develop and maintain technical documentation knowledgebase for desktop hardware and software applications.
- Meet or exceed all Helpdesk metrics and process requirements (ticket management protocols, time tracking, communication requirements, etc.)
- Treat all customers with courtesy and professionalism
- Liaise with IT colleagues within Identity and Assess Management, Technical Support Speciali

📌 Technical Support Specialist I (Gurugram)
🏢 VARITE
📍 Gurugram