Job Summary

Key Responsibilities

- Analyze, troubleshoot, and resolve incidents and service requests related to computer hardware, software, operating systems, and network connectivity.

- Accurately document all incidents, requests, and resolutions in the CRM/ticketing system.

- Escalate unresolved issues to appropriate support teams while ensuring proper follow-up.

- Stay updated on ongoing outages, planned maintenance, environment changes, and service communications.

- Meet and maintain key performance indicators (KPIs) such as:

- Customer Satisfaction (CSAT)

- Contact Quality

- First Call Resolution (FCR)

- Schedule Adherence

- Participate in individual and team coaching sessions and adhere to contact quality standards.

- Identify knowledge gaps and contribute to knowledge management by creating or updating knowledge base articles.

- Deliver a positive customer experience by understanding customer issues and maintaining a skilled, solution-oriented approach.

- Demonstrate self-motivation and commitment to delivering excellent customer service.

- Work flexible shifts in a 24x7 support environment.

- Maintain regular attendance and minimize unplanned absences to support business continuity.

- Adhere to the organization's Code of Ethics, Vision, Mission, and Core Values.

- Effectively support users across multiple regions, including Americas, EMEA, and APAC.

- Mentor and support new team members as required.

Team Overview

QualificationsEducation





- B.Sc.
- B.Com.
- BCA
- B.Tech (Computer Science or Electronics background)
- Diploma or other non-engineering graduate qualifications

Experience

- 0-2 years of experience in Technical Support, IT Help Desk, Service Desk, or Customer Support.

Required Skills :

- Excellent written, verbal, and listening communication skills.
- Strong analytical and problem-solving abilities.
- Ability to quickly understand and communicate complex technical concepts.
- Good customer service and interpersonal skills.
- Working knowledge of Microsoft Office (2010/2013), including Outlook.
- Basic understanding of computer hardware and software.
- Knowledge of Windows 10 and macOS operating systems.
- Basic understanding of networking and internet technologies.
- Ability to work in a fast-paced, customer-focused, 24x7 support environment.
- Willingness to learn new technologies and adapt to changing business requirements.

Preferred Competencies

- Customer-centric approach with strong ownership and accountability.
- Ability to multitask and prioritize effectively.
- Team player with mentoring and collaboration skills.
- Adaptability to work with global teams across different time zones and cultures.
- Strong attention to detail and commitment to quality.

Pay: ₹100,000.00 - ₹400,000.00 per year

Work Location: Hybrid remote in Hyderabad, Telangana (Hyderabad District)

📌 Technical Support Associate (Hyderabad)
🏢 W Beyond
📍 Hyderabad