International - Technical Lead

Joulestowatts Business Solutions Pvt. Ltd.; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Joulestowatts Business Solutions Pvt. Ltd. is seeking a Technical Support Lead/Manager in Bengaluru to oversee international voice-based HP product support. The role requires strong English communication, hands-on troubleshooting, and leadership to resolve complex customer issues.

Candidates should manage calls, guide teams, and ensure SLA attainment while maintaining quality standards. Rotation shifts and collaboration with global teams are part of the role.

Qualifications

• Graduate in any discipline.
• Experience in technical support or international voice support preferred.
• Basic knowledge of computer hardware, Windows OS, networking, printers, and troubleshooting.
• Excellent English communication skills.
• Strong problem-solving and customer-handling abilities.
• Comfortable working in rotational shifts.

Responsibilities

• Handle international inbound voice calls from HP customers.
• Troubleshoot hardware, software, Windows OS, laptops, desktops, printers, and connectivity issues.
• Provide step-by-step technical assistance and remote troubleshooting.
• Identify root causes and resolve customer technical issues.
• Escalate complex issues to the appropriate technical teams.
• Maintain accurate records of customer interactions and resolutions.
• Follow technical support processes, quality standards, and escalation procedures.
• Meet SLA, productivity, quality, and customer satisfaction targets.

Skills

English communication

Troubleshooting

Customer handling

Rotational shifts

Education

Graduate in any discipline

Tools

Windows OS

Networking

Printers

HP products

Job description

Job Title: Technical Support Lead / Manager

Department: Technical Support

Location: Bangalore

Experience: 4- 6Years (relevant experience preferred)

For More Details, Contact Afridi: 6363806713

Role Overview

We are looking for Technical Support Lead / Manager to provide technical assistance to international customers using HP products. Candidates should have good troubleshooting skills, excellent English communication, and the ability to resolve customer issues over international inbound voice calls.

Key Responsibilities

• Handle international inbound voice calls from HP customers.
• Troubleshoot hardware, software, Windows OS, laptops, desktops, printers, and connectivity issues.
• Provide step-by-step technical assistance and remote troubleshooting.
• Identify root causes and resolve customer technical issues.
• Escalate complex issues to the appropriate technical teams.
• Maintain accurate records of customer interactions and resolutions.
• Follow technical support processes, quality standards, and escalation procedures.
• Meet SLA, productivity, quality, and customer satisfaction targets.

Required Skills & Qualifications

• Graduate in any discipline.
• Experience in technical support, international voice process, or customer support preferred.
• Basic knowledge of computer hardware, Windows OS, networking, printers, and troubleshooting.
• Excellent English communication skills.
• Strong problem-solving and customer-handling abilities.
• Comfortable working in rotational shifts.