Technical Solution Consultant

We are looking for a Customer Support Executive for our Technical Process to handle inbound/outbound customer interactions via voice, chat, or email. You will troubleshoot technical issues, resolve customer queries, and ensure a high-quality customer experience while meeting process-defined quality and productivity targets.
Key Responsibilities
Handle customer queries related to products/services through voice, chat, or email channels
Diagnose and troubleshoot basic technical issues (software, hardware, connectivity, applications, account access) using defined workflows and knowledge base articles
Provide step-by-step guidance to customers and ensure first-call resolution wherever possible
Accurately document all customer interactions, issues, and resolutions in the CRM system
Escalate complex or unresolved issues to Level 2/Technical teams following the escalation matrix
Meet daily/weekly/monthly targets for AHT (Average Handling Time), CSAT, quality scores, and schedule adherence
Stay updated on product knowledge, process changes, and new troubleshooting procedures
Maintain confidentiality of customer data and adhere to information security policies
Required Qualifications
Education: Graduate in any discipline (candidates with a technical background/B.Tech/BCA preferred); undergraduates with relevant BPO experience may be considered
Experience: 0–3 years; freshers welcome, prior experience in technical support/international or domestic BPO is an advantage
Excellent verbal and written communication skills in English (additional regional language is a plus)
Basic understanding of computers, operating systems (Windows/Mac), internet, browsers, and mobile applications
Typing speed of 25–30 WPM with high accuracy (for chat/email processes)
Desired Skills
Strong problem-solving and analytical ability
Customer-first attitude with patience and empathy
Ability to work under pressure and handle irate customers professionally
Willingness to work in rotational shifts and a 24x7 environment
Quick learner, adaptable to process and technology changes
What We Offer
Competitive salary with performance-based incentives
Cab facility / shift allowance as per company policy
Health insurance and statutory benefits (PF, ESI, Gratuity)
Structured training and certification programs
Clear career growth path (SME, Quality Analyst, Team Leader roles)
Vibrant, inclusive work culture with rewards and recognition programs

Work arrangement
No