Customer Service Agent (1st line support) Company: Gratitude Inc Job Location: Gurugram, Haryana, India Employment Type: Full-time Experience Required: 1 - 5 years Role: Technical Service Representative Location: Gurgaon Experience: 15 Years Band: BPO1 / BPO2Salary: Up to 7 LPA Job Code: 430805 Key Responsibilities Mandatory Skills Good-to-Have Skills Preferred Candidate Profile Important Eligibility Criteria Interested candidates who meet the eligibility criteria can apply for this opportunity. Handle customer support queries via phone, email, and chat. Diagnose, troubleshoot, resolve, and track customer issues efficiently.

Meet defined Service Level Objectives (SLOs) for response and resolution times. Maintain high customer satisfaction scores and adhere to quality standards in at least 90% of cases. Use the existing knowledge base to provide customer-facing root cause assessments.

Deliver effective technical support and ensure timely issue resolution. Solid verbal and written communication skills. Typing speed of 6080 WPM.

Experience troubleshooting and resolving complex technical issues using Standard Operating Procedures (SOPs).



Familiarity with support methodologies, case lifecycles, and analytical problem-solving. Knowledge of any ticketing tool.

Basic understanding of ITIL principles. 6+ months of experience in infrastructure, Storage, or Service Desk support. Knowledge of and hands-on experience with Google products, including: Gmail, Google Calendar, and Google Meet Google Drive, Docs, Sheets, and Slides Gemini app and NotebookLM Google Keep, Sites, Forms, and AppSheet ~ Google Workspace Administrator Certification will be a strong advantage. Candidates with 6 months to 2 years of relevant technical support or service desk experience are preferred.

Comfortable providing customer-facing technical support across multiple channels. Strong analytical, troubleshooting, and issue-resolution skills. Ability to work effectively in an SLA-driven support environment.

Former TCS employees are not eligible to apply. PAN and Date of Birth (DOB) are mandatory for profile creation. .

Industry

BPO / Call Center

📌 Customer Service Agent (1st line support) (Gurugram)
🏢 Gratitude
📍 Gurugram