US Technical Voice Support

Voice Process; Thane; On-site; INR 240,000 - 360,000; Full time

Job summary

Voice Process in Thane is seeking a US Technical Voice Support specialist to provide frontline hardware and software troubleshooting for customers. The role operates on US time zones with a focus on first-call resolution and high customer satisfaction.

You will handle calls, document issues, and work with senior teams for escalations. Fresh graduates with IT/BCA/BE or 0-12 months BPO voice support are encouraged to apply, with night shifts included.

Qualifications

• Excellent English communication, both written and verbal.
• Good knowledge of computer hardware and software troubleshooting.
• Strong customer service orientation and problem-solving abilities.
• Ability to work on US Rotational Shifts (including night shifts).
• 0-12 months experience in BPO voice support or Freshers with IT/BCA/BE degree.

Responsibilities

• Troubleshoot hardware and software issues for customer computers and printers.
• Resolve technical queries related to computers, printers, and related peripheral devices.
• Provide excellent customer service with effective troubleshooting and clear communication.
• Document and track all technical issues and resolutions in the support system.
• Assist customers in identifying root causes and implementing practical solutions.
• Escalate complex issues to senior technical teams when necessary.

Skills

English communication

Hardware troubleshooting

Software troubleshooting

Customer service

US shift readiness

Freshers eligible

BPO voice support

Education

B.Sc. IT

BCA

BE

Tools

Ticketing systems

Job description

About the Company

Process is a leading technical support service provider specializing in US-based customer support operations. With a focus on delivering exceptional technical assistance, the company partners with global clients to provide comprehensive hardware and software troubleshooting services across multiple platforms and devices.

Role Overview

This is a full-time position for a US Technical Voice Support specialist based in Thane. You will provide frontline technical assistance to customers experiencing hardware and software issues, handling calls in US time zones with a focus on first-call resolution and excellent customer satisfaction.

Key Responsibilities

• Troubleshoot hardware and software issues for customer computers and printers
• Resolve technical queries related to computers, printers, and related peripheral devices
• Provide excellent customer service with effective troubleshooting and clear communication
• Document and track all technical issues and resolutions in the support system
• Assist customers in identifying root causes and implementing practical solutions
• Escalate complex issues to senior technical teams when necessary
• Follow troubleshooting protocols and maintain compliance with quality standards

Must-Have Skills

• Excellent English communication skills, both written and verbal
• Good knowledge of computer hardware and software troubleshooting
• Strong customer service orientation and problem-solving abilities
• Ability to work on US Rotational Shifts (including night shifts)
• 0-12 months experience in BPO voice support (for graduates) or Freshers with B.Sc. IT/BCA/BE degree
• Patience and ability to explain technical concepts in simple terms

Good to Have

• B.Sc. IT, BCA, or BE degree
• Previous experience in technical support or customer service roles
• Familiarity with ticketing systems and technical documentation
• Basic knowledge of networking concepts
• Experience with remote support tools

What You Will Gain

• Practical experience in US-based technical support operations and customer service excellence
• In-depth expertise in hardware and software troubleshooting across various devices
• Professional development through exposure to diverse technical challenges and complex customer scenarios
• Career growth opportunity with potential to move into senior support, team lead, or specialized technical roles
• Structured training and mentorship from experienced technical teams

Resume Keywords

Technical Support, Hardware Troubleshooting, Software Troubleshooting, Customer Service, Voice Support, US Support, BPO, Printer Support, Technical Documentation, Problem Solving, Customer Support, First Call Resolution, IT Support, Ticketing System, Remote Support