Key Responsibilities

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

Diagnose, resolve, and track customer issues efficiently

Maintain response and resolution speed as defined by Service Level Objectives (SLOs)

Ensure high customer satisfaction scores and follow quality standards in 90% of cases

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

Deliver effective customer-facing technical support and issue resolution

Mandatory Skills

Good communication skills (verbal and written)

Good typing speed (minimum 60 to 80 WPM)

Troubleshooting experience in diagnosing and resolving complex issues using SOP documents

Familiarity with support methodologies, case lifecycles, and analytical problem-solving

Knowledge of any ticketing tool

Basic ITIL knowledge

Good to Have

6+ months of experience in Infrastructure, Storage,



or Service Desk

Knowledge of and hands-on experience with Google products, such as:

Gmail

Calendar

Meet

Drive

Docs

Sheets

Slides

Gemini app

Notebook LLM

Keep

Sites

Forms

AppSheet

Google Workspace Administrator Certification will be a robust advantage

Preferred Candidate Profile

Candidate with 6 months to 2 years of relevant technical support or service desk experience

Comfortable handling customer-facing technical support across multiple channels

Strong issue-analysis and resolution capability

Able to work in an SLA-driven support environment

Ex TCS Employees can't apply

PAN and DOB are required for profile creation

📌 430805 Senior Service Desk Associate (Technical Service Representative) (Gurugram)
🏢 Gratitude
📍 Gurugram