Global Tech Support Specialist for Customer Experience

Mheducation

Hinoba-an

On-site

INR 600,000 - 1,200,000

Full time

8 days ago

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Job summary

McGraw Hill Education is seeking a Business Technology Support Associate to ensure timely resolution of technical issues impacting the Customer Experience Team (CXT) across onshore, remote, and offshore groups. The role focuses on real-time troubleshooting, preventing disruption, and smooth operations by providing access and onboarding support for agents.

Responsibilities include monitoring system health, troubleshooting and guiding teams on effective problem-solving, and timely escalation to

Qualifications

Monitor the health and performance of systems supporting CXT agents.
Troubleshoot hardware, software, and system issues.
Manage system support requests through ticketing, chat, and phone channels.
Provide clear communication to leadership regarding incident status and resolution timelines.

Responsibilities

Monitor the health and performance of systems supporting CXT agents and proactively identify potential issues impacting operations.
Troubleshoot hardware, software, and system issues while ensuring minimal disruption to agent productivity.
Manage system support requests through ticketing, chat, and phone channels while guiding team members on effective troubleshooting practices.
Provide clear communication to leadership regarding incident status, impact, and resolution timelines.