Technical Support Representative (TSR) / Technical Support Agent

Technical Support Representative (TSR) / Technical Support Agent

Locations: Chennai and Indore, India
Job IDs: Chennai – 401199 | Indore – 401204
Grade: BPOS 1 / BPOS 2 / BPOS 3
Experience Required: 6 months to 2 years
Notice Period: Up to 30 days only
Mandatory Certification: Google Workspace Administrator Certification (required before Go Live)

Job Overview

We are looking for customer-focused and technically skilled professionals to join our Technical Support team as Technical Support Representatives (TSR) / Technical Support Agents. The role involves assisting customers through phone, email, and chat, troubleshooting technical issues, managing support cases, and ensuring timely resolutions while maintaining high customer satisfaction and service quality.

The ideal candidate should have hands-on experience in technical support, service desk operations, or IT troubleshooting, along with familiarity with ticketing tools, standard operating procedures (SOPs), and Google Workspace products. Candidates must be comfortable working in an SLA-driven environment and handling customer-facing technical queries across multiple communication channels.

Key Responsibilities

• Respond to customer queries and technical support requests through phone, email, and chat.

• Diagnose, troubleshoot, and resolve technical issues efficiently using established SOPs and knowledge-base documentation.

• Track support cases throughout their lifecycle, ensuring timely updates and appropriate resolution.

• Meet defined Service Level Objectives (SLOs) for response time, resolution speed, and service quality.

• Provide clear, customer-facing explanations of technical issues, root causes, and recommended solutions.

• Maintain a minimum 90% quality standard across applicable evaluations.

• Use ticketing tools and support platforms to document customer interactions, troubleshooting steps, and resolutions.

• Apply analytical and problem-solving skills to investigate complex technical issues.

• Follow established support methodologies, IT processes, and basic ITIL practices.

• Maintain strong customer satisfaction through professional communication and effective issue resolution.

• Develop and maintain knowledge of Google Workspace applications and related support processes.

• Escalate unresolved issues to the appropriate technical teams when required.

Mandatory Skills and Qualifications

• 6 months to 2 years of relevant experience in technical support, IT service desk, or customer-facing technical support.

• Strong verbal and written communication skills.

• Typing speed of 60–80 words per minute (WPM).

• Experience troubleshooting technical issues using SOPs and knowledge-base resources.

• Familiarity with support methodologies, ticket lifecycle management, and analytical problem-solving.

• Working knowledge of at least one ticketing tool.

• Basic understanding of ITIL principles.

• Ability to work in an SLA-driven environment while maintaining quality and productivity standards.

• Willingness to obtain the Google Workspace Administrator Certification before Go Live.

• Notice period of 30 days or less.

Google Workspace Knowledge

Candidates should have knowledge of, or hands-on experience with, Google Workspace applications, including:

• Gmail and Google Calendar

• Google Meet

• Google Drive

• Google Docs, Sheets, and Slides

• Gemini app

• NotebookLM

• Google Keep

• Google Sites

• Google Forms

• AppSheet

Experience supporting Google Workspace products is an advantage.

Good-to-Have Skills

• At least 6 months of experience in infrastructure support, storage support, or service desk operations.

• Hands-on experience with Google Workspace administration and troubleshooting.

• Experience managing support tickets and resolving technical incidents.

• Familiarity with IT service management processes and escalation procedures.

• Google Workspace Administrator Certification.

Preferred Candidate Profile

The ideal candidate is customer-oriented, detail-focused, and capable of resolving technical issues through structured troubleshooting. They should be comfortable communicating with customers across multiple channels, documenting cases accurately, and meeting established service-level and quality targets.

Important Hiring Criteria

• Experience: 6 months to 2 years.

• Notice Period: Candidates must have a notice period of up to 30 days only.

• Certification: Google Workspace Administrator Certification is mandatory before Go Live.

• Locations: Chennai and Indore.

• Job IDs: 401199 (Chennai) and 401204 (Indore).

Candidates meeting the experience, communication, troubleshooting, and certification requirements are encouraged to apply.