Customer Care Executive

Global I.t. Solutions; Kolkata District, Navi Mumbai; On-site; INR 360,000 - 440,000; Full time

Job summary

Global I.t. Solutions is seeking a technically inclined Customer Support/Technical Support professional based in Kolkata.

The role covers troubleshooting of hardware, software and connectivity issues, documenting every interaction, and ensuring timely resolutions in a 24x7 rotating shift environment, including nights. Candidates must have 1-4 years of BPS/Technical Support experience, graduation as the highest qualification, and PF records from previous employers.

Qualifications

• Graduation is mandatory as the highest qualification.
• 1-4 years of relevant BPS/Technical Support experience.
• Basic troubleshooting knowledge of computers, software and connectivity.
• PF records from previous employer(s) are mandatory.

Responsibilities

• Provide technical assistance and troubleshooting support to customers/users.
• Identify, diagnose and resolve basic technical issues across software/hardware.
• Follow SOPs and document interactions and resolutions.
• Escalate complex issues within defined timelines.
• Maintain productivity, quality and customer service in a 24x7 rotating environment.

Skills

Basic troubleshooting

Communication

Education

Graduation

Job description

JOB DESCRIPTION

Customer Support/Technical Support - BPS / Business Process Services

Role Overview

We are looking for technically inclined candidates with 1-4 years of relevant BPS experience to join a Customer Support/Technical Support process. The role involves assisting customers/users with technical issues, troubleshooting basic hardware, software, application, system and connectivity-related concerns, documenting interactions, and ensuring timely resolution. Candidates must be comfortable working in a 24x7 rotational environment, including night shifts.

Key Responsibilities

• Provide technical assistance and troubleshooting support to customers/users through the assigned support channel.
• Identify, diagnose, and resolve basic technical, software, application, operating system, hardware or connectivity-related issues.
• Follow troubleshooting steps, process guidelines, and standard operating procedures (SOPs).
• Record customer issues, troubleshooting performed, and resolutions accurately.
• Escalate complex or unresolved technical issues to the appropriate support team within defined timelines.
• Maintain productivity, quality, accuracy, and customer service standards.
• Work effectively in 24x7 rotational shifts, including rotational night shifts.

Candidate Eligibility & Requirements

• Experience: 1-4 years of relevant BPS / Technical Support experience.
• Technical Skills: Basic troubleshooting knowledge of computers, software, applications, operating systems, internet/connectivity, and common technical issues.
• Communication: Good verbal and written communication skills with a customer-focused approach.
• PF Requirement: Candidates must have PF records from their previous employer(s). Candidates without PF records should not be sourced.
• Documents: Candidates must provide valid supporting documents for previous employment and experience.
• Joining: Immediate joiners only.
• Shift Flexibility: Must be willing to work in 24x7 rotational shifts, including rotational night shifts.
• Education: Graduation is mandatory as the highest qualification.
• Pursuing Candidates: Candidates currently pursuing any qualification are not eligible.

Compensation

Maximum CTC - Up to 4 LPA (Subject to Last Drawn and Interview)

Important Hiring Guidelines

• Source only candidates with 1-4 years of relevant BPS / Technical Support experience and valid supporting documents.
• Candidates without PF records from previous employer(s) should not be sourced.
• Ensure current and expected CTC are within the maximum of 4 LPA budget.
• Candidates must be immediate joiners and willing to work rotational 24x7 shifts, including nights.
• Final compensation will be discussed by the TA team after successful document verification.

Eligibility Summary:

Graduation | 1-4 Years Experience | Technical Support / BPS | Immediate Joiner | PF Mandatory | 24x7 Rotational Shifts | CTC up to 4 LPA