International Technical Support

Msys Softsol; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Msys Softsol in Bengaluru, India, is seeking an International Technical Support professional to assist international customers via email, chat, and voice channels. You will troubleshoot, diagnose hardware/software issues, and ensure timely resolutions within defined SLAs.

Ideal candidates have 1+ years in international support, excellent communication, and the ability to work in rotating/night shifts across time zones. Strong customer-service orientation is essential for success in this role.

Qualifications

• 1+ years of experience in International Technical Support / IT Support.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience supporting international customers is preferred.
• Good understanding of hardware, software, networking, and operating systems.
• Strong customer-service orientation.
• Ability to work in rotational/night shifts as per business requirements.
• Good team-player skills.

Responsibilities

• Provide technical support to international customers through email, chat, and voice channels.
• Troubleshoot and resolve technical issues within defined SLAs.
• Diagnose hardware, software, system, and connectivity-related issues.
• Analyze customer-reported problems and provide appropriate technical solutions.
• Escalate complex or unresolved issues to relevant technical teams.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Follow troubleshooting procedures, knowledge-base articles, and support processes.
• Coordinate with internal engineering and product teams to resolve technical issues.
• Ensure a high level of customer satisfaction through professional and timely support.
• Handle international customers across different time zones and maintain effective communication.
• Participate in shift-based support as required.
• Contribute to knowledge sharing and continuous improvement of support processes.

Skills

Troubleshooting

Communication

International support

Time-zone coordination

Job description

Roles & Responsibilities

• Provide technical support to international customers through email, chat, and voice channels.
• Troubleshoot and resolve technical issues within defined SLAs.
• Diagnose hardware, software, system, and connectivity-related issues.
• Analyze customer-reported problems and provide appropriate technical solutions.
• Escalate complex or unresolved issues to relevant technical teams.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Follow troubleshooting procedures, knowledge-base articles, and support processes.
• Coordinate with internal engineering and product teams to resolve technical issues.
• Ensure a high level of customer satisfaction through professional and timely support.
• Handle international customers across different time zones and maintain effective communication.
• Participate in shift-based support as required.
• Contribute to knowledge sharing and continuous improvement of support processes.

Candidate Requirements

• 1+ years of experience in International Technical Support / Technical Support / IT Support.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience supporting international customers is preferred.
• Good understanding of hardware, software, networking, and operating systems.
• Strong customer-service orientation.
• Ability to work in rotational/night shifts as per business requirements.
• Good team-player skills.