L2 Technical Support

Concentrix; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Concentrix is seeking an L2 Technical Support specialist in Chennai to act as the primary escalation point for L1 or field resources. You will manage complex troubleshooting, coordinate with L3/vendor teams, and ensure clear, professional communication through to case closure.

The role requires strong analytical and troubleshooting skills across hardware and software, excellent English, and experience with ticketing and QA standards. Location is Chennai at Fortune Towers.

Qualifications

• Bachelor-level or higher education; graduate or undergraduate.
• Strong written and spoken English communication.
• Experience with ticketing, case management, and customer support processes.

Responsibilities

• Act as the primary technical escalation point from L1 or field resources.
• Coordinate with L3 or vendor teams for complex troubleshooting.
• Provide structured communication and ownership through case closure.
• Utilize defined tools and knowledge bases to support customers and technicians.
• Handle inbound/outbound interactions via phone, email, and tickets.
• Maintain progress with updated notes and clear actions.
• Communicate resolutions professionally to customers and field technicians.
• Own cases until resolution; escalate when necessary.
• Stay informed on product updates, system changes, and policy revisions.
• Meet training, certification, and QA standards.

Skills

Analytical skills

Troubleshooting

English communication

Multi-tasking

Customer focus

SLA Compliance

QA Scores

Case management

Education

Graduate/Undergraduate

Job description

Job Title:

L2 Technical Support

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Act as the primary technical escalation point from L1 or field resources.
• Manage complex troubleshooting and coordinate with L3 or vendor teams as needed.
• Provide structured communication and ownership through to case closure.
• Use defined tools, knowledge bases, and system access to support customers and technicians effectively.
• Handle inbound and outbound interactions via phone, email, and case/ticket updates
• Ensure consistent daily ticket progression with clear, updated notes and actions.
• Provide professional and concise communication of resolutions to both customers and field technicians.
• Maintain strong ownership of cases until resolved, escalating only when necessary.
• Stay informed of product updates, system changes, and policy revisions.
• Meet or exceed training, certification, and QA standards (including learning modules, coaching feedback, and simulation exercises).
• Partner with the Incident Coordinators to triage and assign incoming cases appropriately.
• Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering when required.

Key skills & knowledge:

• Strong analytical and troubleshooting capability across hardware and software environments.
• Excellent written and verbal communication skills in English.
• High attention to detail and structured problem-solving approach.
• Demonstrated ability to multitask and manage multiple open tickets simultaneously.
• Customer-focused mindset with accountability for end-to-end resolution.
• SLA Compliance (Response and Resolution)
• QA Scores
• Customer/Technician Satisfaction
• Case Aging and Progression Metrics

Education – Graduate/ Undergraduate

Location:

IND Chennai - Fortune Towers