International process- Technical Process- Customer support- Gurgaon

Wsne Consulting; Gurugram District; On-site; INR 285,000 - 475,000; Full time

Benefits offered by this job

Salary up to 4.75 LPA

Lucrative incentives

5 Days working

Night shifts

Both side cab

Job summary

Wsne Consulting in Gurugram is seeking a Senior Executive Technical Process International Voice Support to handle international customer calls, diagnose technical issues, and provide effective resolutions while maintaining high customer satisfaction.

You will follow SOPs, document interactions in CRM/ticketing systems, and strive to meet KPIs such as AHT, CSAT, FCR, and SLA. The ideal candidate has 1–5 years of experience, strong English communication, and solid troubleshooting skills.

Qualifications

• Graduate in any discipline; technical qualification/certification optional.
• 1-5 years of experience in International Voice Process or Technical Support.
• Excellent spoken English with a neutral/clear accent.
• Strong technical troubleshooting and problem-solving skills.
• Knowledge of basic computer hardware/software, operating systems, networking, and troubleshooting concepts.
• Experience with CRM or ticketing tools preferred.
• Ability to work under pressure and manage multiple customer issues.
• Rotational/night shifts available.

Responsibilities

• Handle inbound and outbound calls from international customers and provide technical assistance.
• Diagnose customer issues and provide effective resolutions.
• Troubleshoot issues related to products, applications, systems, networks, devices, or services as per SOPs.
• Follow standard operating procedures and escalation matrix.
• Document interactions, issues, steps taken, and resolutions in CRM/ticketing systems.
• Aim to meet KPIs such as AHT, CSAT, FCR, Quality, SLA, and productivity.
• Maintain up-to-date process and product knowledge.

Skills

Technical troubleshooting

Customer communication

CRM / ticketing

Typing / documentation

English proficiency

Education

Graduate in any discipline

Tools

CRM software

Ticketing systems

Job description

Job Description

We are looking for an experienced and customer-focused Senior Executive Technical Process International Voice Support to join our customer service team. The candidate will be responsible for handling international customers over voice calls, troubleshooting technical issues, providing effective resolutions, and ensuring a high level of customer satisfaction.

Role & responsibilities

• Handle inbound and outbound calls from international customers and provide technical assistance.
• Understand customer concerns, diagnose technical issues, and provide appropriate resolutions.
• Troubleshoot technical issues related to products, applications, systems, networks, devices, or services as per process requirements.
• Follow standard operating procedures, troubleshooting guides, and escalation matrix.
• Maintain a professional and customer-friendly approach while handling calls.
• Ensure timely and accurate resolution of customer queries and complaints.
• Document customer interactions, issues, troubleshooting steps, and resolutions accurately in CRM/ticketing systems.
• Meet and exceed key performance metrics such as AHT, CSAT, FCR, Quality, SLA, and productivity.
• Maintain strong process and product knowledge and keep updated with process changes.

Preferred candidate profile

• Graduate in any discipline; technical qualification/certification will be an added advantage.
• 1-5 years of experience in International Voice Process, Technical Support, IT Helpdesk, Customer Support, or Technical Customer Service.
• Excellent spoken English with a neutral/clear accent and strong communication skills.
• Strong technical troubleshooting and problem-solving skills.
• Good knowledge of basic computer hardware/software, operating systems, internet connectivity, networking, and troubleshooting concepts.
• Good typing, documentation, and computer skills.
• Experience working with CRM, ticketing, or customer support tools will be preferred.
• Ability to work under pressure and manage multiple customer issues efficiently.
• Flexible to work in rotational shifts/night shifts.

Perks & Benefits

Salary Upto 4.75 LPA

Upto 33k In hand

Lucrative Incentives

5 Days working

24*7 Shifts / Night shifts

Both side cabs

Job Location : Gurugram