Role Overview:
Primary Responsibilities – Calls & Chats:
- Handle inbound calls and live chats as the primary mode of support, requiring prior US call-taking experience
- Take inbound client calls to address queries, provide real-time troubleshooting, and guide customers through resolution steps
- Manage live chat queues with prompt response times and professional communication
Secondary Responsibilities – Email & Ticket Work:
- Each agent should close 12 tickets per day (roughly 36–45 replies per day)
- Agents are expected to maintain a minimum satisfaction rating of 4.0 (out of 5) based on customer feedback through the ticketing system
- Identify issues based on symptoms, error, or debug logs (Ref. Internal KB/KI or Public Support KB)
- Escalate tickets to Tier 2 following escalation SOPs
- May require remote access to inspect/confirm issues on the client side
- Outbound ticket callouts as needed (for supervised remote sessions or clarifying details/issues)
Skills & Experience:
- Prior experience handling inbound calls for a US process is mandatory
- Quality communication skills for calls, chats, and written ticket communication
- Familiar with Network Environments and Network Troubleshooting
- Familiar with Server Environments (Hardware, RAID, ADS, etc.)
- Familiarity with Linux or Linux CLI
- At least 2+ years of experience in a related Technical Support-oriented environment
- Certifications are a plus:
- Linux: LPIC, RHCP (Red Hat), Linux+
- Networking: CCNA, Cisco, etc.
- Other Related: MCSE, MCP, etc.
Shift Timings: Rotational Shifts (US Shifts)
Working Days: Rotational with two days off per week
Work Model: Work from Office
Location: Bangalore
