Technical Support Analyst

Job Title : Technical Support Analyst (Voice)

Timings : Must be prepared for a 5-day work week (rotational week-offs) between 2:00 PM and 11:00 PM IST (9-hour shift).

- Must be flexibility to work other hours or night shifts based on business needs.

Job Summary:

We are seeking a Technical Support Analyst (Voice Support) to provide prompt, courteous, and effective customer support over the phone. The ideal candidate will be responsible for providing support for custom point-of-sale software, hardware and peripherical devices, including analysing and triaging the issues of users on web and mobile apps. This role is perfect for individuals with exceptional communication skills, technical expertise in networking, problem-solving abilities, and a passion for delivering outstanding customer service.

Key Responsibilities:

• Provide support for the customers via inbound calls in resolving issues related to point-of-sale systems (POS), online ordering errors, order tracking, rewards and redemptions, account access, payment failures and technical glitches on the mobile app/website
• Provide clear documentation of customer interactions using the service management system
• Accurately record, categorize, and escalate unresolved issues to to the appropriate teams
• Ensure timely follow-ups and resolution closure for open cases
• Maintain high standards of customer satisfaction by adhering to communication and service quality guidelines

Key Competencies and Skills:

• A general background in desktop support and network communications
• Comfortable with Windows O/S, Linux, Office, Exchange
• Strong customer service experience
• Strong problem-solving and research skills with the ability to take ownership of a problem
• Ability to support customers with various knowledge levels
• MUST be fluent in English with exceptional written and verbal communication skills

Work Environment and Infrastructure:

• This is an on-site position located at Gachibowli, Hyderabad
• Candidate must be comfortable with rotational week-offs and flexible shift hours based on business needs
• Candidates must be comfortable with a hybrid work model that includes both in-office and remote work.
• For remote work, candidates are expected to have a suitable home setup that meets the following requirements:

- Wired Internet connection (cable/broadband)- WIFI is NOT permitted or supported by the provided work equipment.

- Reliable internet speed to perform work without interruptions.

- A quiet, distraction-free workspace to maintain productivity and professionalism.

Mandatory Skills:

• Minimum 2 years of experience in voice-based support for an international process (preferably US)
• Experience managing support issues for POS systems, online platforms, order placement, delivery or payment systems
• Excellent Verbal and Written Communication Skills
• Email Etiquettes
• Attention to Detail.

Desired Skills:

• Experience in a retail or restaurant industry support role
• Exposure to customer support systems like ServiceNow, Zendesk, Salesforce Service Cloud, Freshdesk, or Jira Service Management
• Understanding of digital platforms involving mobile apps, online ordering, and loyalty programs
• Knowledge and understanding of Splunk.

Education & Certifications:

• Any Graduate (preferably B.Tech, B.E.).