Technical Support Specialist

NIIT; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Cab facility

Job summary

NIIT is seeking a technical support specialist in Gurgaon to resolve SAP Learning, Training Shop and Certification Hub issues for global customers. You will handle tickets, manage escalations, and coordinate with cross-functional teams to ensure timely resolutions.

The role requires 2–4 years in BPO/international voice, excellent English communication, and comfort with rotational/night shifts. A cab facility is provided within the hiring zone and the position is 5 days a week.

Qualifications

• 2–4 years of experience in BPO/Call Centre (international voice/blended process)
• Bachelor’s degree in technical field (BCA / B.Tech / B.E.)
• Strong experience in customer handling & escalation management
• Excellent verbal & written English communication skills
• Comfortable working in rotational/night shifts
• Both-side cab facility (within hiring zone)
• 5-day work week
• Global exposure & collaborative work environment

Responsibilities

• Resolve technical issues for customers on SAP Learning, Training Shop & Certification Hub
• Communicate professionally with global customers via ticketing systems
• Handle and manage customer escalations effectively
• Collaborate with internal global teams to deliver high-quality support
• Take ownership of issues and ensure timely resolution
• Perform root cause analysis for reported incidents
• Generate and deliver reports on learning usage and customer requests
• Provide feedback to product/technical teams for continuous improvements
• Contribute to process improvements and efficiency

Job description

Location: Gurgaon (Work from Office)

Working Days: 5 Days a Week

• Resolve technical issues for customers on SAP Learning, Training Shop & Certification Hub
• Communicate professionally with global customers via ticketing systems
• Handle and manage customer escalations effectively
• Collaborate with internal global teams to deliver high-quality support
• Take ownership of issues and ensure timely resolution
• Perform root cause analysis for reported incidents
• Generate and deliver reports on learning usage and customer requests
• Provide feedback to product/technical teams for continuous improvements
• Contribute to process improvements and efficiency
• 2–4 years of experience in BPO/Call Centre (international voice/blended process)
• Bachelor’s degree in technical field (BCA / B.Tech / B.E.)
• Strong experience in customer handling & escalation management
• Excellent verbal & written English communication skills
• Comfortable working in rotational/night shifts
• Both-side cab facility (within hiring zone)
• 5-day work week
• Global exposure & collaborative work environment

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