Summary

- We are only looking for candidates with valuable experience in technical sales US process.

- Job Title: L1 Technical Support Executive (US Process)

- Department: Technical Support & Customer Success

- Core Mandate: Act as the first line of defense for customer technical issues, ensuring efficient troubleshooting across hardware, software, network, and application platforms. The position uniquely bridges technical support with a revenue-generation aspect through the upside sale of premium support plans.

Key Sections Included in the Document:

- Position Summary: High-level overview of the balancing act between technical problem-solving, CRM management, and support plan monetization.

- Key Responsibilities: Deep dive into troubleshooting, incident/ticket management lifecycle, sales integration, and customer satisfaction KPIs.

- Performance Metrics: Concrete KPIs such as First Contact Resolution (FCR), Average Handling Time (AHT), CSAT, and sales conversion rates.

- Qualifications & Skills: Breakdown of required hardware/software competencies, CRM knowledge, soft skills,



and soft-sales capabilities.

- Benefits & Growth: Corporate offerings including an attractive incentives structure for sales and direct professional development pathways.

Key Responsibilities:

- Provide L1 and L2 technical support via phone, chat and ticketing tools.

- Monitor, log, prioritize and resolve service requests within TAT given to the customer.

- Troubleshooting Windows, macOS, Microsoft 365, Printers and network connectivity issues.

- Perform root cause analysis for recurring issues and implement solutions.

- Escalate incidents to L2 support teams and maintaining tickets in CRM.

- Maintain accurate documentation of issues, resolutions and SOP's.

Language

- English (Preferred)

Location

- Zirakpur (Punjab)

Shift Availability

- Night Shift (Preferred)

Work Location: In Person

Pay: ₹240,000.00 - ₹600,000.00 per year

Experience

- technical sales in US process: 1 year (Preferred)

Work Location: In person

📌 USA Technical Sales Executive (Chandigarh)
🏢 Shree Global OPC Private
📍 Chandigarh