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 career 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