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It Support Specialist | International Chat Process
ConfidentialHyderabad / Secunderabad, Telangana9 days ago
Job descriptionMinimum 1–2 years of experience in IT Support / Technical Support (Chat or Email preferred). Strong knowledge of Windows / Mac OS, browsers, basic networking, antivirus, and troubleshooting tools. Excellent written communication skills in English (grammar, clarity, and typing speed > Customer-focused with the ability to explain technical concepts to non-technical users. Familiarity with ticketing systems (like Zendesk, Freshdesk, Jira, ServiceNow) is a plus. Ability to multitask and manage time effectively in a fast-paced environment. Willing to work in night shifts / rotational shifts to support international clients.
Key Responsibilities :
- Provide real-time technical support to international clients via chat / email (non-voice).
- Diagnose and resolve software, hardware, OS, browser, network, and basic IT-related issues.
- Escalate complex issues to L2 / L3 support teams with proper documentation.
- Guide customers through step-by-step solutions, remote troubleshooting (if applicable), and configuration support.
- Maintain high levels of customer satisfaction, adhering to response and resolution SLAs.
- Document all interactions in the ticketing system with clarity and accuracy.
- Collaborate with internal tech teams to provide feedback and suggest process improvements.
- Stay updated on product and system changes, patches, and updates.
Eligibility Criteria :
35 WPM).
Skills Required
zendesk, Jira, Servicenow, It Support
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It Support Specialist • Hyderabad / Secunderabad, Telangana