Position: Global Support Associate

Location: Greater Noida West (Work from Office)

Experience: 3-5 Years

Working Days: Monday to Saturday (1st 3rd Saturday Off All Sun Off)

Shift Timing: 3:30 PM to 12:30 AM

About the Role

We are seeking a proactive and customer-focused Global Support Associate to deliver world-class technical and customer support to our international clients. In this role, you will handle real-time queries through email, chat, and ticketing systems, ensuring fast response and effective resolution.

Key Responsibilities

- Monitor and manage real-time issues reported during exams through Freshdesk (ticketing tool).
- Respond promptly to tickets, email queries, and chat support requests.
- Escalate unresolved or critical tickets to Tier 2 Support when required.
- Coordinate closely with the Examination Coordinator and Technical Team to ensure timely issue resolution.
- Validate or generate exam codes on the platform as per the process guidelines.
- Maintain accurate documentation of support interactions and resolutions.
- Ensure adherence to SLAs and deliver high-quality customer service at all times.

Qualifications

Required Skills Qualifications





- Experience: 3 to 5 years in Customer Support, Global Support, Helpdesk, or Technical Support roles.
- Communication: Excellent written and verbal communication skills in English with a customer-centric attitude.
- Tools Knowledge: Experience with CRM or ticketing tools like Freshdesk, Zendesk, Jira, or ServiceNow.
- Technical Ability: Basic understanding of web-based applications, system navigation, and troubleshooting.
- Problem Solving: Ability to analyze issues logically and take ownership till resolution.
- Multitasking: Capable of handling multiple conversations and tasks in a fast-paced environment.
- Process Orientation: Strong attention to detail and adherence to service guidelines and SLAs.

Additional Information

Why Join Us?

- Work with a dynamic team supporting global customers.
- Opportunity to grow in international support operations.
- Exposure to global tools, processes, and best practices.
- Supportive and cooperative work culture.
- Excellent career growth opportunities.

📌 Hiring | Global Support Associate | WFO (Greater Noida)
🏢 NCR Eduservices
📍 Greater Noida