About the Role

We are hiring TSR / Agents – Tech Support to provide customer-facing technical support through phone, email, and chat. The role involves diagnosing and resolving technical issues, managing support cases, and ensuring high-quality customer service within defined Service Level Objectives (SLOs).

The position requires strong troubleshooting skills, familiarity with support processes and ticketing tools, and knowledge of Google Workspace products.

Key Responsibilities

- Respond to customer support queries through phone, email, and chat.

- Diagnose, troubleshoot, resolve, and track customer technical issues.

- Manage support cases throughout the defined case lifecycle.

- Maintain response and resolution speed according to established SLOs.

- Deliver effective customer-facing technical support and issue resolution.

- Use the existing knowledge base to provide customer-facing root cause assessments.

- Follow established SOPs and troubleshooting procedures.

- Maintain high customer satisfaction and adhere to defined quality standards.

- Analyze technical issues and determine appropriate resolution steps.

- Document troubleshooting activities and case outcomes accurately.

- Work effectively in an SLA-driven technical support environment.

Mandatory Skills

- Strong verbal and written communication skills.





- Good typing speed of 60–80 WPM minimum .

- Experience troubleshooting and resolving complex technical issues using SOPs.

- Understanding of support methodologies and case lifecycles.

- Strong analytical and problem-solving skills.

- Knowledge of at least one ticketing tool.

- Basic knowledge of ITIL.

- Familiarity with customer-facing technical support.

Valuable to Have

- 6+ months of experience in Infrastructure, Storage, or Service Desk .

- Hands-on experience with Google Workspace products, including:

- Gmail

- Calendar

- Meet

- Drive

- Docs

- Sheets

- Slides

- Gemini

- NotebookLM

- Keep

- Sites

- Forms

- AppSheet

Certification Requirement

Google Workspace Administrator Certification is mandatory before Go Live.

Candidates should be prepared to obtain/complete the required certification before being moved to production/Go Live.

Eligibility

- 6 months to 2 years of relevant technical support or service desk experience.

- Comfortable providing customer-facing technical support through multiple channels.

- Strong issue-analysis and resolution capability.

- Able to work in an SLA-driven support environment.

- Notice period must be 30 days or less.

- Chennai and Indore opportunities are available.

📌 TSR / Agent - Tech Support (Chennai)
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📍 Chennai