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 rapid 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 collaborative work culture.

- Excellent career growth opportunities.

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