Role: Technical Escalation Specialist // L2

Location: Chennai

Job Details

- Experience: 3+ years
- Notice Period: Immediate
- Shift Timings: Rotational shift
- Working Days: 5
- Transport: One-way availability

Experience in Digital Signage troubleshooting is preferred Good Networking & Linux Knowledge

Solid Hardware & Software troubleshooting Skills

International Voice technical Support Experience

- Act as the primary technical escalation point from L1 or field resources.
- Manage complex troubleshooting and coordinate with L3 or vendor teams as needed.
- Provide structured communication and ownership through to case closure.
- Use defined tools, knowledge bases, and system access to support customers and technicians effectively.
- Handle inbound and outbound interactions via phone, email, and case/ticket updates
- Ensure consistent daily ticket progression with clear, updated notes and actions.
- Provide professional and concise communication of resolutions to both customers and field technicians.
- Maintain strong ownership of cases until resolved, escalating only when necessary.
- Stay informed of product updates, system changes,



and policy revisions.
- Meet or exceed training, certification, and QA standards (including learning modules, coaching feedback, and simulation exercises).
- Partner with the Incident Coordinators to triage and assign incoming cases appropriately.
- Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering when required.

Key skills & knowledge:

- Strong analytical and troubleshooting capability across hardware and software environments.
- Excellent written and verbal communication skills in English.
- High attention to detail and structured problem-solving approach.
- Demonstrated ability to multitask and manage multiple open tickets simultaneously.
- Customer-focused mindset with accountability for end-to-end resolution.
- SLA Compliance (Response and Resolution)
- QA Scores
- Customer/Technician Satisfaction
- Case Aging and Progression Metrics

Education – Graduate/ Undergraduate Interested candidates can mail their cv at [email protected]

📌 // Technical Escalation Specialist//Immediate joiners Only (Chennai)
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📍 Chennai