Technical Support Consultant/Sr. Technical Support Consultant

Mployee.me; Dadri; Remote; INR 350,000 - 550,000; Full time

Job summary

Mployee.me in India seeks a Technical Support Consultant to provide technical assistance, troubleshoot product issues across voice and chat channels, and document cases. The role emphasizes upsell opportunities while maintaining a high-quality customer experience.

The candidate should be a graduate with strong communication, PC OS troubleshooting skills, and the ability to work in a team with patience and professionalism.

Qualifications

• Must be a Graduate.
• Excellent communication (spoken & written).
• Good Customer Service Skills with patience to handle difficult customers.
• Experience troubleshooting software on Windows and/or Mac operating systems.
• Ability to work in a team and manage a diverse workload.
• Cultural awareness and English proficiency.
• Proficient knowledge of Windows, Mac OS and desktop support issues & configurations.
• Familiarity with troubleshooting tools (Msconfig, Task Manager, Event Viewer) and basic networking.

Responsibilities

• Deliver first time resolution by handling customer requests across voice and chat for assigned products.
• Provide a professional and competent online support experience for Global customers.
• Accurately document all customer interactions in a case tracking database.
• Communicate clearly in written and verbal English.
• Follow-up on interactions in a timely fashion.
• Demonstrate ownership to resolve issues promptly.
• Escalate issues when needed and involve a supervisor when appropriate.
• Understand OS and application operations related to product usage and report top issues.

Skills

Strong communication

Customer service

Escalation handling

Windows/Mac troubleshooting

Team collaboration

OS knowledge

Networking basics

English proficiency

Education

Graduate

Tools

Msconfig

Task Manager

Event Viewer

Job description

Role Overview

The Technical Support Consultant will provide technical assistance to customers by troubleshooting and resolving product-related issues across voice and chat channels. The role involves supporting Digital Imaging products, ensuring timely issue resolution, and maintaining accurate case documentation while delivering a high-quality customer experience. The consultant will also be responsible for identifying relevant upsell opportunities and meeting sales targets while resolving customer issues. Strong communication, problem-solving skills, and a customer-first approach are essential for success in this role.

Required Skills for the Job:

• Must be a Graduate
• Excellent communication (spoken & written).
• Good Customer Service Skills-High patience and pacifying skill to handle difficult customers.
• Excellent customer service skills and ability to handle and resolve escalated customer issues
• Experience in troubleshooting software on Windows and /or Mac operating systems
• Experience working in a team environment, managing a diverse workload
• Cultural awarenessconversational English
• Proficient knowledge of Windows, MAC OS, and general desktop support issues & configurations
• Proficiency in troubleshooting & using diagnostic tools & utilities Ex: Msconfig, Task manager, Event Viewer, fundamentals of networking technologies, basic internet connectivity and browser troubleshooting for wireless and wired connection.
• General cultural awareness, particularly for agents who are supporting customers in a region other than the one they are located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).
• Uses professional concepts; apply company policies and procedures to resolve a variety of issues.
• Ability to derive business intelligence from customer dashboards and product utilization metrics to enable targeted electronic client communications to cultivate future opportunities to expand clients' use of solutions.

Key Responsibilities

• Deliver first time resolution by handling customer requests and resolving customers technical and non-technical issues as often as possible during the first contact for assigned products on voice and chat channel.
• Provide a professional & competent standard of online support for Global customers.
• Accurately document all customer interactions in a case tracking database, when applicable.
• Content to be logged in full written English
• Communicate and articulate clearly with the customer (in both verbal and written communication).
• Follow-up on interactions in timely fashion.
• Demonstrate ownership and willingness to resolve issues in a timely manner.
• Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer Understanding of escalation handling procedures
• Obtain general understanding of OS and application operations related to product usage
• Report top call generators, severe issues, new emerging trends, feature requests and common how- to questions
• Should forward any issues/escalations to next level of support for further resolution
• Understand Top Issues documented by Support Product Managers to identify additional instances and support the resolution thereof.