1st Line Technical Support Specialist

Onecom Ltd.; Gurugram District; Presencial; INR 300.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

18 days annual leave

UK Bank Holidays (6)

Indian Public Holidays (7)

Descripción de la vacante

Onecom Ltd. in Gurgaon is seeking a 1st Line Technical Support Specialist to join our team. You will handle inbound queries from international clients via voice, chat, and email, ensure timely updates, and resolve issues in line with SLAs.

The role includes day-one training, a collaborative desk, and the UK shift, with 18 days leave plus public holidays. If you are customer-focused, detail-oriented, and a strong communicator, you will fit well and grow with Onecom.

Formación

• Customer-centric mindset with ability to deliver value in a customer-facing role.
• Strong relationship-building skills and willingness to go the extra mile.
• Clear communication skills; ability to simplify technical concepts for non-technical customers.
• Detail-oriented with adherence to SLAs and quality standards.

Responsabilidades

• Work in the Technical Support Service Desk to resolve incoming queries and service tickets for Onecom products and services.
• Maintain high customer satisfaction through proactive communication via email, phone, and tickets.
• Use service boards to prioritize work in line with SLAs and workflow priorities.
• Coordinate with internal teams to ensure optimal outcomes for customers.

Conocimientos

Customer focus

Relationship building

Communication

Teamwork

Descripción del empleo

Join our Team as a 1st Line Technical Support Specialist

Location: Gurgaon (5 Days onsite)

Hours: UK Shift

About the role:

We're looking for a customer-focused individual to join our Technical Support Team. You'll be welcomed into a supportive team and receive training from day one, enabling you to deliver an outstanding customer experience

What makes you a great fit:

• Customer-Centric: You thrive in a customer-focused environment and know how to make a real difference.




• Relationship Builder: You're great at building relationships and going the extra mile to get things done.




• Clear Communicator: You can demystify jargon and provide advice to non-technical customers. Detail-Oriented: You have excellent attention to detail and can support customers in line with SLAs.




• Team Player: You work well with others and can also use your initiative

First‑Line Experience:

• You bring 1 year of experience in a customer‑facing role, supporting international clients via voice, chat, and email in a fast‑paced support environment.




• KPI‑Driven: You have experience working with key support metrics such as CSAT (Customer Satisfaction) and FCR (First Contact Resolution), consistently aiming to meet and exceed performance targets while maintaining service quality.

Key responsibilities:

• Work as part of our Technical Support Service Desk, managing and resolving incoming queries and service tickets related to Onecom products and services.




• Ensure high levels of customer satisfaction by providing regular communication and support via email, telephone, and service tickets.




• Use service boards to prioritize workflow in line with customer Service Level Agreements.




• Support, coordinate, and build relationships with internal teams to achieve the best results for our customers

Perks for our People:

• Holidays: 18 days annual leave, (6 already marked as UK Bank holidays)




• 7 Indian Public Holiday




• 7 days casual leave, 7 days sick leave

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.