Technical Customer Support Lead

Persistent; Pune District; Presencial; INR 900.000 - 1.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Opportunities for education and certifi

Flexible work hours

Annual health check-ups

Group term life insurance

Descripción de la vacante

Persistent is seeking a Technical Customer Support Lead in Pune to deliver exceptional multi-channel support via phone, email, chat, and tickets. The role focuses on timely resolutions, SLA adherence, and proactive communication to ensure high customer satisfaction.

The ideal candidate will have 7–12 years of experience in customer or technical support, with strong communication, analytical skills, and teamwork. CRM tools like Salesforce, Zendesk, Freshdesk, or ServiceNow are a plus.

Formación

• 7–12 years of customer support or technical support experience.
• Experience handling multi-channel support (phone, email, chat, tickets).
• Familiarity with CRM tools is a plus.

Responsabilidades

• Respond to customer inquiries via phone, email, chat, and support tickets.
• Understand customer concerns and provide accurate, timely resolutions.
• Log, track, and manage customer issues through the ticketing system.
• Escalate complex issues to appropriate teams and follow up until resolution.
• Maintain detailed records of customer interactions and support activities.
• Provide product/service information and guide customers on usage.
• Ensure adherence to defined SLAs and quality standards.
• Proactively communicate updates to customers regarding issue status.
• Identify recurring issues and share feedback with internal teams for process improvement.

Conocimientos

Communication skills

Problem solving

Fast-paced environment

Analytical thinking

Multitasking

Teamwork

Customer support experience

CRM familiarity

Herramientas

Salesforce

Zendesk

Freshdesk

ServiceNow

Descripción del empleo

About Position:

We are seeking a customer-focused and proactive Technical Customer Support Lead to provide exceptional support to customers through phone, email, chat, and ticketing systems. The ideal candidate will be responsible for addressing customer queries, resolving issues efficiently, maintaining high customer satisfaction, and ensuring a positive customer experience.

• Role: Technical Customer Support Lead
• Location: Pune
• Experience: 7 to 12 Years
• Job Type: Full Time Employment

What You'll Do:

• Respond to customer inquiries via phone, email, chat, and support tickets.
• Understand customer concerns and provide accurate, timely resolutions.
• Log, track, and manage customer issues through the ticketing system.
• Escalate complex issues to appropriate teams and follow up until resolution.
• Maintain detailed records of customer interactions and support activities.
• Provide product/service information and guide customers on usage.
• Ensure adherence to defined SLAs and quality standards.
• Proactively communicate updates to customers regarding issue status.
• Identify recurring issues and share feedback with internal teams for process improvement.
• Maintain high customer satisfaction and deliver a positive support experience.

Expertise You'll Bring:

• Excellent verbal and written communication skills.
• Strong customer handling and problem-solving abilities.
• Ability to work in a fast-paced environment.
• Good analytical and troubleshooting skills.
• Ability to multitask and prioritize effectively.
• Strong teamwork and coordination skills.
• Experience with customer support, helpdesk, call center, or technical support environments.
• Knowledge of CRM tools such as Salesforce, Zendesk, Freshdesk, or ServiceNow is an added advantage.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."