Trainee Technical Support Representative - Contract

Side; Hyderabad; Remote; INR 180,000 - 240,000; Part time

Job summary

Side is seeking a Trainee Technical Support Representative for remote work in India (Bangalore/Hyderabad). The contract role lasts 3 months to start, with extension depending on performance.

The candidate should have 1 year of international email experience and 1–6 years overall experience in customer support. The job involves handling email and live chat queries, both technical and non-technical, and requires strong English communication, reliability in shifts, and willingness to relocate if

Qualifications

• Must have international customer support experience in voice, email and chat.
• Ability to adapt to issues using product knowledge and presence of mind.
• Maintain high standard of customer service in every interaction.
• Willing to work in rotating shifts and week offs.

Responsibilities

• Respond promptly to customer queries via email and/or live chat.
• Handle technical and non-technical queries with clarity.
• Acknowledge and resolve complaints, identify causes, and follow up to ensure resolution.
• Explain product features and guide customers through functionalities.
• Stay updated on product knowledge to answer questions quickly.
• Collaborate with team to deliver the best solution.

Skills

English proficiency

Written communication

Verbal communication

Customer service

Problem solving

Team collaboration

Adaptability

Job description

Trainee Technical Support Representative

Job Location - Bangalore/Hyderabad: Remote

Role Type - Contract (3 months to start with, extension depends on Business requirement and Performance)

Experience - 1 to 6 years

Mandatory Experience - 1 year of International email experience

What you'll be doing:

• Responding promptly to customer queries in a timely and accurate manner via email and/or live chat.
• Queries can be of a technical & non-technical nature.
• Acknowledging and resolving customer complaints & determining the cause of the problem, expediting correction or adjustment, and following up to ensure resolution.
• Explain and guide customers through product features and functionalities.
• Stay up to date and be thorough with product knowledge so that customer questions can be answered quickly.
• Communicating, coordinating & collaborating with team members and colleagues to provide customers with best possible solution to their problem

Requirements

What we're looking for:

• Candidates with international customer support experience in voice, email and chat.
• Candidates who can adapt to customer issues relying on product knowledge as well as their presence of mind.
• Maintain our reputation as a company that offers excellent customer service at every interaction with the customer.
• Stay focused on the quality by ensuring consistency and adherence to high standards.
• Candidate must be willing to work in any shift and shouldn't have a problem with rotational week offs.

Must have:

• Candidate must have their own computer with Windows 8.1 or above.
• Mandatory hi-speed broadband connection.
• UPS/power backup solution if possible.
• Outstation candidates should be willing to relocate to Hyderabad/Bangalore when work from office resumes.

Mandatory Skills:

• Proficient with English and have good written & verbal communication skills.
• Flexibility & availability for rotational shifts and week offs to cover hours of operations.
• Must possess logical, reasoning, and problem-solving skills.