L2 Technical Support

Concentrix; Chennai District; On-site; INR 480,000 - 640,000; Full time

Job summary

Concentrix in Chennai seeks an L2 Technical Support engineer with 3+ years of experience and international voice exposure to act as the escalation point for L1 and field resources. You will troubleshoot, coordinate with L3 or vendors, and ensure smooth case closure with clear communication.

Responsibilities include handling tickets, coordinating with cross-functional teams, and maintaining SLA and QA standards while staying updated on product changes and training requirements.

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) and QA Scores.

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 customers and field technicians.
• Maintain 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 and coaching.
• Partner with Incident Coordinators to triage and assign incoming cases.

Skills

Analytical & troubleshooting

English communication

Ticket & case management

Multitasking

Customer focus

SLA & QA awareness

Hardware & software familiarity

Education

Graduate/Undergraduate

Job description

Job Description

Designation: L2 Technical Support Engineers

Job Title

L2 Technical Support

Job Description

Designation: L2 Technical Support Engineers

Location: Chennai

Years Of Exp: 3 plus years

International voice exp madatory

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

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.'