L2 / Technical Escalation Specialist -Immediate Joiners Only- Chenna

Hiresquad; Chennai District; Sur place; INR 995 000 - 1 216 000; Plein temps

Résumé du poste

Hiresquad in Chennai is seeking a Technical Escalation Specialist (Team Lead Level) with 3+ years of experience to lead L1 and field support, coordinating with L3 and vendors, and owning cases end-to-end. The role involves rotating shifts and international voice support responsibilities.

The candidate will engage in structured communication, maintain ticket progress, stay updated on product changes, and collaborate with cross-functional teams to ensure service quality and QA standards.

Qualifications

• 3+ years of relevant experience in escalation support.
• Experience in international voice support is preferred.
• Strong hardware and software troubleshooting across networking and Linux.

Responsabilités

• Act as primary escalation point for L1/field teams.
• Manage complex troubleshooting with L3 or vendors.
• Communicate clearly and own cases to closure.
• Use defined tools and knowledge bases to support customers.
• Handle inbound/outbound calls, emails, and tickets.
• Maintain ticket progression with notes and actions.
• Communicate resolutions to customers and field staff.
• Own cases end-to-end; escalate only when needed.
• Stay updated on product changes, policies.
• Meet training, certification, QA standards.
• Collaborate with Incident Coordinators and cross-functional teams.

Connaissances

Digital Signage

Networking

Linux

Troubleshooting

Hardware

Software

Voice Support

Formation

Bachelor's degree

Description du poste

Role: Technical Escalation Specialist (Team Lead Level)

Location: Chennai

Job Details

• Experience: 3+ years
• Notice Period: Immediate
• Compensation: Up to 110.5LPA (based on last CTC & experience)
• Shift Timings: Rotational shift
• Working Days: 5
• Transport: One-way availability

• Experience in Digital Signage troubleshooting is preferred
• Good Networking & Linux Knowledge
• Strong Hardware & Software troubleshooting Skills
• International Voice technical Support Experience

Key Responsibilities

• Act as the primary technical escalation point for L1 or field teams.
• Manage complex troubleshooting and coordinate with L3 or vendor teams.
• Ensure structured communication and ownership until case closure.
• Utilize defined tools, knowledge bases, and system access to support customers and technicians.
• Handle inbound/outbound interactions via phone, email, and ticket updates.
• Maintain consistent ticket progression with clear notes and actions.
• Communicate resolutions professionally to customers and field technicians.
• Own cases end-to-end, escalating only when necessary.
• Stay updated on product changes, system updates, and policies.
• Meet training, certification, and QA standards.
• Collaborate with Incident Coordinators and cross-functional teams (Field Services, Problem Management, Engineering).

Key Skills & Knowledge

• Strong analytical and troubleshooting skills across hardware/software environments.
• Excellent written and verbal communication in English.
• High attention to detail and structured problem-solving approach.
• Ability to multitask and manage multiple open tickets.
• Customer-focused mindset with accountability for resolution.
• SLA compliance, QA scores, customer satisfaction, and case progression metrics.

Education: Graduate