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.
Advantages & Growth: Corporate offerings including an attractive incentives structure for sales and direct career 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
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