Tech Mahindra - Semi Technical Customer support associate

Tech Mahindra; Dadri, Pune District; On-site; INR 250,000 - 450,000; Full time

Job summary

Tech Mahindra in Pune and Noida is seeking an enthusiastic Semi Technical Customer Support Associate to handle high-paced voice interactions, resolve technical queries, and deliver an exceptional customer experience. The role requires night shifts, 13x6 office-based work, strong English communication, and the ability to troubleshoot issues using a knowledge base while maintaining SLA targets.

You will log interactions in the ticketing system and collaborate with internal teams for timely

Qualifications

• Experience with semi-technical voice support environments is preferred.
• Strong English communication, both verbal and written.
• Ability to resolve issues quickly with good problem-solving skills.
• Proficiency with basic computer tasks and ticketing systems.

Responsibilities

• Handle inbound and outbound customer interactions through voice support channels.
• Manage calls in a fast-paced semi-technical environment while maintaining high service quality.
• Resolve customer queries and technical issues within defined timelines.
• Diagnose and troubleshoot basic to intermediate technical issues using knowledge base.
• Document interactions and resolutions in the ticketing tool and escalate when needed.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Typing skills

Multitasking

Tools

CRM tools

Job description

Job Description: Semi Technical Customer support associate

Job Location: Pune / Noida Experience: 6 Months to 5 Years Process: Semi Technical Voice Customer Support Working Model: 13*6 Work from Office Shift: Night Shifts only

Job Summary

We are seeking enthusiastic and customer-focused Semi Technical Customer support to join our growing team in Pune and Noida. The ideal candidate should be comfortable handling high-paced, high-volume customer support environment, resolving customer concerns efficiently, and delivering an exceptional customer experience while meeting defined service level standards.

Candidates should possess strong communication and problem-solving skills, demonstrate the ability to work under pressure, and willing to work in night shifts. 100% work from office.

Key Responsibilities

• Handle inbound and outbound customer interactions through voice support channels.
• Manage calls in high-paced semi technical environment while maintaining high service quality standards.
• Resolve customer queries, complaints, and technical issues within defined timelines.
• Diagnose and troubleshoot basic to intermediate technical issues using knowledge base.
• Provide accurate information and effective solutions to customers.
• Document customer interactions, resolutions, and follow-up actions in relevant ticketing tool.
• Escalate unresolved issues to appropriate teams as per process guidelines.
• Collaborate with internal stakeholders to ensure timely issue resolution.
• Maintain professionalism and customer empathy during all interactions.
• Adhere to company policies, compliance requirements, and operational procedures.
• Required to work on Indian holidays

Key Performance Metrics (SLAs)

The associate will be expected to consistently meet or exceed established performance targets related to:

• AHT (Average Handle Time)
• CCR (CSAT)
• FCR (First Call Resolution)
• Quality Score
• Schedule Adherence and Attendance

Required Skills

• Excellent verbal and written communication skills in English.
• Strong customer service and problem-solving abilities.
• Ability to work in a fast-paced and high-pressure environment.
• Comfortable handling 40-50 calls throughout the shift.
• Good listening, analytical, and troubleshooting skills.
• Basic computer knowledge and proficiency in using CRM/ticketing tools.
• Ability to multitask and adapt quickly to changing business requirements.
• Positive attitude and willingness to learn.
• Should have basic typing skills.

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