Senior Executive - Technical Process - International Voice Support

Wsne Consulting; Gurugram District; On-site; INR 423,000 - 517,000; Full time

Benefits offered by this job

Salary up to 4.70 LPA

In-hand salary up to 33k

5 days working

Night shifts

Two-way cab facilities

Job location Gurugram

Job summary

Wsne Consulting seeks a Senior Executive to handle international voice calls and provide technical support. You will diagnose issues, apply resolutions, and ensure customer satisfaction while adhering to procedures.

Strong English, a technical solution mindset, and familiarity with CRM/ticketing tools are required. Rotational/night shifts are possible, job location is Gurugram.

Qualifications

• Graduate in any discipline; technical qualification/certification a plus.
• 1-5 years experience in International Voice Process, Technical Support or IT Helpdesk.
• Excellent spoken English with neutral/clear accent.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Handle international voice calls and provide technical assistance.
• Diagnose and resolve technical issues across products and services.
• Follow SOPs, guides, and escalation procedures.
• Document interactions and resolutions in CRM/ticketing systems.

Skills

English fluency

Technical troubleshooting

Hardware/software knowledge

Documentation & typing

Education

Graduation

Tools

CRM

Ticketing systems

Job description

Job Description

We are looking for an experienced and customer-focused Senior Executive Technical Process International Voice Support to join our customer service team. The candidate will be responsible for handling international customers over voice calls, troubleshooting technical issues, providing effective resolutions, and ensuring a high level of customer satisfaction.

Role & responsibilities

• Handle inbound and outbound calls from international customers and provide technical assistance.
• Understand customer concerns, diagnose technical issues, and provide appropriate resolutions.
• Troubleshoot technical issues related to products, applications, systems, networks, devices, or services as per process requirements.
• Follow standard operating procedures, troubleshooting guides, and escalation matrix.
• Maintain a professional and customer-friendly approach while handling calls.
• Ensure timely and accurate resolution of customer queries and complaints.
• Document customer interactions, issues, troubleshooting steps, and resolutions accurately in CRM/ticketing systems.
• Meet and exceed key performance metrics such as AHT, CSAT, FCR, Quality, SLA, and productivity.
• Maintain strong process and product knowledge and keep updated with process changes.

Preferred candidate profile

• Graduate in any discipline; technical qualification/certification will be an added advantage.
• 1-5 years of experience in International Voice Process, Technical Support, IT Helpdesk, Customer Support, or Technical Customer Service.
• Excellent spoken English with a neutral/clear accent and strong communication skills.
• Strong technical troubleshooting and problem-solving skills.
• Good knowledge of basic computer hardware/software, operating systems, internet connectivity, networking, and troubleshooting concepts.
• Good typing, documentation, and computer skills.
• Experience working with CRM, ticketing, or customer support tools will be preferred.
• Ability to work under pressure and manage multiple customer issues efficiently.
• Flexible to work in rotational shifts/night shifts.

Perks & Benefits

Salary upto upto 4.70 LPA

Upto 33k In hand

Lucrative Incentives

5 Days working

24*7 Shifts / Night shifts

Both side cabs

Job Location : Gurugram