Technical Support Executive International Voice Process

Pagaar India; Hinoba-an; Hybrid; PHP 296,000 - 370,000; Full time

Benefits offered by this job

Competitive fixed salary up to 50,000?

Medical insurance coverage for self &

Shift allowances and incentives

Job summary

Pagaar India in Gurgaon is seeking a Technical Support Executive (L2/Senior) for an international voice process to resolve complex hardware, software, OS and network issues for global clients over the phone.

The role requires 3–5 years of verifiable international voice support experience, excellent English communication, and familiarity with CRM tools such as ServiceNow and Zendesk. Shift rotation aligns with US/UK time zones, with strong incentives and growth tracks.

Qualifications

• 3–5 years of verifiable experience in international technical support voice process
• Exceptional verbal English communication with a neutral accent
• Strong understanding of Active Directory, DNS/DHCP, VPN troubleshooting, O365, routers
• Certifications (Preferred): CCNA, CompTIA A+, Network+ or ITIL will be highly weighted
• Willingness to work in a 24/7 environment, including US/UK night shifts

Responsibilities

• Technical Troubleshooting: diagnose and resolve hardware, software, OS, and network issues for international clients
• Voice Support: provide step-by-step technical assistance over the phone with professional customer focus
• Ticket Lifecycle Management: log and track service requests using CRM tools from initiation to resolution
• Escalation Handling: escalate to L3 engineering teams while maintaining clear communication with the customer

Skills

International voice support

Technical troubleshooting

CRM tools

English communication

Shift flexibility

Tools

ServiceNow

Zendesk

O365

VPN

Job description

Job Description: Technical Support Executive (International Voice Process) Position: Technical Support Executive (L2 / Senior Executive) Location: Gurgaon (Gurugram) On-site / Hybrid (Depending on company policy) Experience: 3 to 5 Years (Mandatory experience in an International Voice BPO) Salary: 40,000 to 50,000 per month + Shift Allowances + Performance Incentives Shift: Rotational Shifts (Primarily US/UK time zones)

About the Role

We are seeking a highly skilled and communicative Technical Support Executive to join our premier international technical delivery team in Gurgaon . In this role, you will act as the advanced point of contact for global enterprise or retail customers, resolving complex technical, network, and hardware anomalies over the phone. This position requires a robust balance of technical troubleshooting capability and excellent interpersonal communication. Since you will handle escalated technical issues, a minimum of 3 years of verifiable experience in an international technical voice process is mandatory.

Key Responsibilities

• Technical Troubleshooting: Diagnose, troubleshoot, and resolve hardware, software, OS (Windows/macOS), and network connectivity issues for international clients.
• Voice Support: Deliver high-quality, step-by-step technical assistance over the phone while maintaining an empathetic and professional customer centric approach.
• Ticket Lifecycle Management: Log, track, and manage service requests using CRM tools (e.g., ServiceNow, Zendesk) from initiation to final resolution.
• Escalation Handling: Identify complex system issues and smoothly escalates to L3 engineering teams while maintaining end-to-end communication ownership.
• SLA & Metric Adherence: Constantly meet and exceed critical operational metrics, including Average Handling Time (AHT) , First Call Resolution (FCR) , and Customer Satisfaction (CSAT) scores.

Required Skills & Qualifications

• Experience: 3 to 5 years of solid experience working in an international technical support voice environment.
• Communication: Exceptional verbal English communication skills with a neutral accent and global cultural awareness.
• Technical Domain: Strong understanding of Active Directory, DNS/DHCP, VPN troubleshooting, O365, routers, and basic cloud environment structures.
• Certifications (Preferred): CCNA, CompTIA A+, Network+, or ITIL certifications will be highly weighted.
• Shift Flexibility: Comfortable working in a 24/7 environment, particularly night shifts aligned with US/UK business calendars.

Perks & Benefits

• Competitive fixed salary up to 50,000 PM.
• Both-side air-conditioned cab facility covering Delhi NCR routes.
• Highly lucrative monthly performance incentives and shift allowances.
• Comprehensive medical insurance coverage for self and family.
• Clear internal growth tracks into Team Lead and Quality Auditor roles.