Senior Service Desk Associate

Gratitude India; Nagpur District, Gurugram District, Delhi; On-site; INR 350,000 - 550,000; Full time

Job summary

Gratitude India is seeking a capable technical support specialist to handle inquiries via phone, email, and chat. You will diagnose issues using SOPs and knowledge bases and guide customers through effective resolutions.

In this role, you will manage tickets, meet SLOs and quality targets, perform root cause analysis, and provide hands-on assistance with Google Workspace products and tools. A 1–5 year background in tech support is expected, with strong communication and typing speed requirements.

Qualifications

• 1–5 years of technical support or service desk experience.
• Strong troubleshooting, communication and ticketing skills.
• Basic ITIL knowledge.
• 60-80 WPM typing.
• Hands-on use of Google Workspace apps.

Responsibilities

• Provide technical support via phone, email and chat.
• Diagnose and resolve customer issues using SOPs and knowledge bases.
• Manage tickets and meet SLOs and quality targets.
• Perform root cause analysis.
• Support Google Workspace products and tools.

Skills

Troubleshooting

Communication

Ticketing

ITIL basics

Tools

Google Workspace

Job description

Provide technical support via phone, email and chat. Diagnose and resolve customer issues using SOPs and knowledge bases, manage tickets, meet SLOs and quality targets, perform root cause analysis, and support key Google Workspace products and tools.

Required Candidate profile

1-5 years of technical support or service desk experience. Strong troubleshooting, communication and ticketing skills, basic ITIL knowledge, 60-80 WPM typing and hands-on use of Google Workspace apps.