Technical Support (Non-Voice)

Shell Infotech; Hyderabad; On-site; INR 320,000 - 550,000; Full time

Benefits offered by this job

One-Side Cab

Job summary

Shell Infotech is hiring Customer Support / Technical Support Executives in Hyderabad. You will handle customer queries via voice, chat, or email, troubleshoot basic device and account issues, and guide customers through step-by-step solutions.

The role requires graduate status, excellent English, and strong communication skills. You must be comfortable with fast-paced work and rotating shifts, with a cab facility provided.

Qualifications

• Graduate with good English communication and customer-service orientation.
• Able to troubleshoot basic device, connectivity, account and application issues.
• Strong listening and probing skills, with the ability to explain technical information in simple terms.

Responsibilities

• Handle customer interactions through voice, chat, email or other channels.
• Troubleshoot basic device, connectivity, account and application issues.
• Ask probing questions to understand problems and guide users through steps.
• Escalate complex technical issues to the appropriate team.
• Document interactions and steps in the CRM system.

Skills

Excellent English

Customer handling

Technical troubleshooting

Problem solving

Basic computer knowledge

Basic networking knowledge

Typing and navigation

Follow troubleshooting procedures

Education

Graduate

Job description

We are hiring Customer Support / Technical Support Executives for one of our clients, The role involves assisting customers with queries and technical issues related to, devices, accessories, accounts and services. Candidates will be expected to understand customer concerns, perform basic troubleshooting, provide accurate resolutions and elevate complex technical issues where required.

Key Responsibilities

• Handle customer interactions through voice, chat, email or other assigned support channels.
• Troubleshoot basic device, connectivity, account and application-related issues.
• Understand the customer's problem by asking appropriate probing questions.
• Guide customers through step-by-step troubleshooting procedures.
• Assist with device setup, configuration and basic functionality.
• Handle queries related to accessories, device compatibility and account-related issues.
• Provide accurate information regarding products and available support options.
• Document customer interactions and troubleshooting steps in the CRM.
• Escalate unresolved or complex technical issues to the appropriate support team.
• Follow defined process guidelines, security requirements and escalation procedures.
• Maintain high standards of quality, customer satisfaction and productivity.
• Keep updated with changes in product features, troubleshooting procedures and process guidelines.

Candidate Profile

• Graduate / Undergraduate, depending on the current hiring requirement.
• Excellent English communication skills.
• Good verbal and written communication.
• Strong listening and probing skills.
• Good analytical and problem-solving ability.
• Basic knowledge of computers, internet and technology products.
• Comfortable troubleshooting technical issues.
• Ability to explain technical information in simple language.
• Strong customer-service orientation.
• Ability to work in a fast-paced environment.
• Willingness to work in rotational shifts.

Preferred Experience

Candidates with experience in:

• International Voice Process
• International Customer Support
• Technical Support
• IT Helpdesk
• Hardware Support
• Consumer Electronics Support
• E-commerce Technical Support
• Chat / Email Support
• BPO Customer Service
• Gaming / VR / AR / Wearable Technology Support

Required Skills

• Excellent English communication
• Customer handling
• Technical troubleshooting
• Problem solving
• Good computer knowledge
• Basic networking knowledge
• Good typing and system-navigation skills
• Ability to follow troubleshooting procedures

Eligibility

Education: Graduate

Experience: Freshers

CTC: Up to 3.2 5.5 (30% Hike on pervious CTC Max 5.5)

Work Details

• Work Location: Work From Office
• Working Days: 5 Days Working
• Week Off: 2 Rotational Week Offs
• Cab Facility: One-Side Cab

Documents Required

Candidates should have the following documents available:

Education Documents

• Aadhaar Card
• PAN Card
• Educational Certificates / Marks Memos

Previous Employment Documents

• Offer Letter
• Previous Organization Pay Slips
• Relieving / Experience Letter

Interview Process

1. HR Round

2. AMCAT

3. Versant

4. Operations Round

Contact person: HR Harini @ 8143570741