1st Line Technical Support Specialist

Onecom; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Holidays 18 days (UK holidays included

7 Indian Public Holidays

7 days casual leave

7 days sick leave

Job summary

Onecom in Gurugram is seeking a customer-focused 1st Line Technical Support Specialist. You will join a tight-knit team, receiving training from day one to deliver outstanding support across voice, chat and email channels.

We value clear communication, relationship-building and a proactive approach to meeting SLAs. The role suits someone with at least 1 year of frontline experience supporting international clients, and a collaborative, team-oriented mindset.

Qualifications

• Customer-focused approach and ability to meet customer needs.
• Experience working with customer-facing roles.
• Familiarity with CSAT and First Contact Resolution metrics.

Responsibilities

• Work as part of the 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.

Skills

Customer-centric

Relationship builder

Clear communicator

Detail-oriented

Team player

Job description

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.