Technical Support Executive – International Voice Process

LOCATION-HYDERABAD

Job Grade: BPO Z/1/2/3
Salary: Up to ₹9 LPA
Notice Period: Immediate Joiners Only (0 Days)
Work Mode: As per client requirements
Experience: Relevant international voice technical support experience preferred

Job Summary

We are looking for technically inclined and customer-focused professionals for the role of Technical Support Executive – International Voice Process. The ideal candidate should have experience supporting international customers through voice calls and possess strong troubleshooting, analytical, diagnostic, and communication skills.

Candidates with prior technical support experience who can identify technical issues, determine root causes, and guide customers through effective solutions are encouraged to apply.

Key Responsibilities

• Handle international customer calls related to technical queries, product issues, and service-related concerns.

• Diagnose and troubleshoot reported technical problems by asking relevant, targeted questions.

• Identify the root cause of issues and provide appropriate solutions within the defined resolution process.

• Guide customers through step-by-step troubleshooting procedures in a clear and customer-friendly manner.

• Use product knowledge, technical documentation, user guides, and knowledge bases to resolve known issues.

• Aim for first-call resolution while maintaining service quality and customer satisfaction.

• Explain technical information in simple language that customers can understand.

• Demonstrate active listening, empathy, and professionalism when handling frustrated customers or escalations.

• Document technical issues, troubleshooting steps, resolutions, and follow-up actions accurately in the CRM or ticketing system.

• Track unresolved cases and follow up within 24 hours in accordance with process requirements.

• Escalate complex or recurring technical issues to the appropriate support teams.

• Meet operational KPIs related to resolution time, first-call resolution, quality, productivity, customer satisfaction, and sales objectives where applicable.

• Follow established procedures, security requirements, and service-level agreements.

Required Skills

• Excellent verbal and written communication skills.

• Strong analytical, diagnostic, and troubleshooting abilities.

• Prior international voice experience is mandatory.

• Technical support experience is preferred for the TSR position.

• Ability to identify root causes through structured questioning and problem analysis.

• Strong customer service, active listening, and interpersonal skills.

• Ability to explain technical concepts and troubleshooting instructions clearly.

• Familiarity with technical documentation, knowledge bases, CRM systems, or ticketing tools is an advantage.

• Ability to handle escalations professionally and work toward timely resolution.

• Strong problem-solving orientation and commitment to operational excellence.

Education and Language Requirements

• Graduation is compulsory from a recognized university or equivalent institution.

• Excellent communication skills are mandatory.

• English proficiency at B2 level or higher is required; C1-level proficiency is preferred.

• Candidates supporting EMEA-language markets must have C1-level proficiency in the primary language and B2-level English, subject to the applicable account requirement.

Mandatory Eligibility Criteria

• Must have prior international voice experience.

• Candidates with relevant technical troubleshooting or technical support experience will be considered for the TSR role.

• Must be available to join immediately, with a zero-day notice period.

• Must be a graduate.

• Current or former TCS/Tata employees are not eligible.

• Must demonstrate strong communication, analytical, and problem-solving skills.

Preferred Candidate Profile: A technically proficient, customer-focused professional with international voice experience, strong troubleshooting capabilities, and the ability to resolve customer issues efficiently while maintaining high service standards.