Technical Support Associate (Western Digital)

Job Description

ROLES AND RESPONSIBILITIES
• Inbound technical support for leading American data storage device manufacturers.
• Provide technical support to customers via phone and/or remote access.
• Install and configure Western Digital storage devices (DAS and NAS).
• Diagnose and troubleshoot software/hardware issues and provide accurate solutions.
• Resolve customer complaints in a timely and professional manner.
• Document cases, recommendations, and resolutions clearly in the CRM system and take ownership of the cases escalated from less senior engineers.
• Monitor customer feedback and provide recommendations for improvement.
• Follow quality assurance and compliance guidelines.

JOB DETAILS
Company: Teleperformance
Process: Western Digital
Post: Technical Support Associate

Support for Storage Devices
• Direct Attached Storage (Internal/External Storage Drives)
• Network Attached Storage

• Location: Udyog Vihar, Gurugram
• Shift Timings: Night Shifts (Rotational)
• Working Days: 05 Days (Rotational)
• Week Offs: 02 Days (Rotational)

SALARY & BENEFITS
• Salary: Up to ₹28,000 (₹33,000 CTC) Monthly + ₹2000 PLI
• Incentives: Performance-Based
• PF & Medical Benefits
• Free Meals
• Both-Side Cab Service

ELIGIBILITY CRITERIA
• High school Diploma or equivalent
• Min 06 months of experience in Technical Support/International Customer Service (Voice)
• International customer service experience will be considered if the applicant holds good technical knowledge
• Applicant should be comfortable with night shifts and WFO

REQUIRED SKILLS
• Excellent communication skills (verbal and written)
• Sound knowledge of computer applications
• Knowledge of basic networking concepts
• Customer service principles and practices
• Ability to multitask and prioritize tasks

INTERVIEW PROCEDURE
• Round 1 – AMCAT (Online)
• Round 2 – HR (Telephonic Interview)
• Round 3 – Ops (Video/Telephonic Interview)