Job Description: Semi Technical Customer support associate

Job Location: Pune / Noida
Experience: 6 Months to 5 Years
Process: Semi Technical Voice Customer Support
Working Model: 13*6 Work from Office
Shift: Night Shifts only

Job Summary

We are seeking enthusiastic and customer-focused Semi Technical Customer support to join our growing team in Pune and Noida. The ideal candidate should be comfortable handling high-paced, high-volume customer support environment, resolving customer concerns efficiently, and delivering an exceptional customer experience while meeting defined service level standards.

Candidates should possess strong communication and problem-solving skills, demonstrate the ability to work under pressure, and willing to work in night shifts. 100% work from office.

Key Responsibilities

- Handle inbound and outbound customer interactions through voice support channels.
- Manage calls in high-paced semi technical environment while maintaining high service quality standards.
- Resolve customer queries, complaints, and technical issues within defined timelines.
- Diagnose and troubleshoot basic to intermediate technical issues using knowledge base.
- Provide accurate information and effective solutions to customers.
- Document customer interactions, resolutions, and follow-up actions in relevant ticketing tool.




- Escalate unresolved issues to appropriate teams as per process guidelines.
- Collaborate with internal stakeholders to ensure timely issue resolution.
- Maintain professionalism and customer empathy during all interactions.
- Adhere to company policies, compliance requirements, and operational procedures.
- Required to work on Indian holidays

Key Performance Metrics (SLAs)

The associate will be expected to consistently meet or exceed established performance targets related to:

- AHT (Average Handle Time)
- CCR (CSAT)
- FCR (First Call Resolution)
- Quality Score
- Schedule Adherence and Attendance

Required Skills

- Excellent verbal and written communication skills in English.
- Strong customer service and problem-solving abilities.
- Ability to work in a fast-paced and high-pressure environment.
- Comfortable handling 40-50 calls throughout the shift.
- Valuable listening, analytical, and troubleshooting skills.
- Basic computer knowledge and proficiency in using CRM/ticketing tools.
- Ability to multitask and adapt quickly to changing business requirements.
- Positive attitude and willingness to learn.
- Should have basic typing skills.

Please call HR Garima for Interview - (phone hidden)

or share your resume - [email protected]

https://youtu.be/x7luTT0dH7E?si=NGoWBsLSTLK84SWQ

📌 Tech Mahindra - Semi Technical Customer support associate (Noida)
🏢 Tech Mahindra
📍 Noida