Technical Support Executive – L1 (Cloud Communication)

Job Description

ROLES AND RESPONSIBILITIES
• Inbound technical support for a leading cloud-based communication and collaboration solution brand.
• Responsible for voice support as a Level 1 technician.
• Provide prompt and efficient technical support to customers via phone and remote access.
• Troubleshoot and resolve technical issues related to Cloud Communication services.
• Escalate complex issues to senior technical staff as needed.
• Collaborate with other teams to ensure the timely resolution of customer issues.
• Stay up-to-date on Intermedia products and services and industry trends.
• Document cases, customer interactions, technical issues, recommendations, and resolutions clearly in the CRM system.
• Follow Quality Assurance & compliance guidelines.

JOB DETAILS
Company: Teleperformance
Process: Cloud Communication Support
Post: Technical Support Executive – L1

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

PERKS & BENEFITS
• Salary (Fresher): Upto ₹27,000 (₹32,000 CTC) Monthly +₹2000 PLI
• Salary (Experienced): Upto ₹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 or International Customer Service (Voice)
• Freshers with excellent communication skills and sound technical knowledge
• Applicant should be comfortable with night shifts and WFO

SKILLS REQUIRED
• Excellent communication skills (verbal and written)
• Basic knowledge of VOIP phone systems, email hosting, file sharing & synchronization, Office 365, MS Outlook, Exchange Server
• Knowledge of basic computer applications and programs
• Ability to work independently and in a team environment.
• Strong problem-solving skills and ability to think creatively.

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