Technical Support Executive

Technical Support Executive – Telecom & Broadband)
Client: Leading Global Telecommunications Provider
Location: Airoli, Navi Mumbai
Work Schedule: 5 days/week | 2 Rotational Offs

Role Overview: Advanced Technical Troubleshooting & Value-Based Upselling
We are seeking dedicated Technical Support Executives to manage complex customer interactions for a leading international telecommunications client. This role requires proven expertise in network troubleshooting and a professional aptitude for identifying and recommending value-added services. Candidates must be proficient in managing high-stakes technical issues while balancing service excellence with sales targets.

Technical & Sales Responsibilities

• Core Troubleshooting: Efficiently diagnose and resolve complex technical issues related to WiFi connectivity, home router configuration, and broadband service interruptions (experience with Comcast or similar services is highly valued).

• First Call Resolution (FCR): Strive for optimal FCR rates while providing comprehensive technical support and answering "how-to" questions.

• Value-Driven Upselling: Identify customer pain points and proactively recommend complementary products or upgraded services to enhance their experience, meeting or exceeding required upselling targets.

• Operational Adherence: Accurately document all technical steps and sales interactions within the CRM system, adhering strictly to process guidelines.

• Customer Management: Professionally manage and de-escalate irate customers through structured listening and probing techniques.

Compensation Structure (Transparent & Tiered)This role offers a structured salary based on relevant BPO experience, complemented by a robust incentive package.

Base Monthly Salary
Level 1 ₹18,000 – ₹22,000
Level 2 ₹23,000 – ₹28,000

Lucrative Incentive & Benefits Package:

• Monthly Incentives: ₹2,750

• Quarterly Incentives: Up to ₹18,000 (Performance-based)

• Overtime (OT): Opportunity for additional earnings up to ₹10,000

• Travel Allowance: ₹1,750

• Work Schedule: Stable 5-day work week with 2 rotational off days.

Mandatory Candidate Profile

• Technical Experience: Proven background in troubleshooting consumer technology and network hardware (WiFi, Router, Windows, iOS, Android).

• Communication: Excellent verbal English communication skills are mandatory for this international voice process.

• Sales Aptitude: Demonstrated ability to engage in upselling or cross-selling within a technical support setting is preferred.

• Location: Mandatory Work from Office in Airoli, Navi Mumbai.
  
  Interested candidate can share their resume with +918271273330 or apply@hirewave.in

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 6+ years Experience.