L2 Technical Support

Convergys; Chennai District; On-site; INR 400,000 - 600,000; Full time

Job summary

Concentrix is seeking an L2 Technical Support professional in Chennai at Fortune Towers to act as the primary escalation point for L1 and field resources. You will handle complex troubleshooting and coordinate with L3 or vendor teams to ensure timely resolution.

The ideal candidate will possess strong English communication, a graduate/undergraduate degree, and the ability to manage multiple tickets with attention to detail.

Qualifications

• 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
• Case Aging and Progression Metrics

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.

Skills

Analytical thinking

Troubleshooting

Verbal communication

Written communication

Multitasking

Customer focus

SLA compliance

QA awareness

Education

Graduate or Undergraduate

Job description

L2 Technical Support page is loaded## L2 Technical Supportlocations: IND Chennai - Fortune Towersposted on: Posted Todaytime left to apply: End Date: September 30, 2026 (12 days left to apply)job requisition id: R1764720Job Title:L2 Technical SupportJob DescriptionConcentrix 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**Disclaimer: -**'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for 'recruitment', 'processing' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'Location:IND Chennai - Fortune TowersLanguage Requirements:Time Type:# **Mission:**### Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries.# **Company Overview:**### We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's... designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.