Role : 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 (US Process)

Shift: Night Shifts only, 5 days Working

No leaves during training

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IMMEDIATE JOINERS ALERT!

We're looking for candidates who can join immediately.

If you're available, please send your CV via WhatsApp only to: (phone hidden)

Please note: No calls will be entertained.

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 solid 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

Kindly Note: Candidates will get only 25% hike on their last salary.

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.
- Good 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.

Eligibility Criteria

- Graduate / UG with min 6 months of experience
- Minimum 6 months to 2 years of experience in Customer Care, Customer Support, or Contact Center Operations.
- Proven ability to achieve SLA and productivity targets.
- Strong customer-centric mindset.

Preferred Candidate Profile

- Experience in voice-based customer service or technical support environments.
- Ability to remain composed and perform effectively under pressure.
- Team player with excellent interpersonal skills.

📌 Semi Technical Customer Support Ass | 6 Mths To 5 Years | Pune,Noida
🏢 Gryphon Hytech Services
📍 Noida