Technical Support Representative

Customer Service Representative – Technical Support

Job Type: Inbound Voice Process
Work Mode: Work From Office
Location: Bestech Towers, Mohali
Shift: Rotational Day Shift
Shift Window: 8:00 AM – 8:00 PM
Shift Duration: Any 9-hour shift
CTC: ₹20,000 per month

Role Overview

We are hiring Customer Service Representatives – Technical Support for an international technical support environment.

The role involves handling inbound customer calls, understanding technical issues related to products and devices, troubleshooting problems, and providing accurate solutions while maintaining a high standard of customer satisfaction.

The ideal candidate should have a technical educational background, strong communication skills, logical thinking, and the ability to explain technical solutions clearly to customers.

Eligibility Criteria

Experience

• Freshers and experienced candidates are welcome to apply.

• Candidates with prior customer service, technical support, helpdesk, or BPO experience will be an added advantage.

Educational Qualification – Mandatory

Only candidates with a technical educational background are eligible:

• B.Tech

• BCA

• B.Sc. IT

• 3-Year Technical Diploma after 12th

Candidates from non-technical educational backgrounds are not eligible.

Candidate Requirements

• Excellent verbal and written communication skills.

• Strong command of spoken English.

• Good listening and comprehension abilities.

• Strong analytical and logical thinking.

• Basic understanding of technical troubleshooting.

• Ability to understand technical issues quickly.

• Ability to explain technical solutions in simple, customer-friendly language.

• Strong problem-solving and decision-making abilities.

• Customer-centric approach with patience and empathy.

• Good computer knowledge and ability to work with support systems.

• Comfortable working in rotational day shifts.

• Willingness to work from the office in Mohali.

Key Responsibilities

Customer Support

• Handle inbound customer calls professionally.

• Understand customer concerns through active listening and effective probing.

• Maintain a professional and customer-focused approach throughout every interaction.

Technical Troubleshooting

• Understand technical issues related to supported products/devices.

• Diagnose basic technical problems using defined troubleshooting procedures.

• Provide step-by-step instructions to customers.

• Explain technical solutions clearly and patiently.

• Attempt first-level resolution wherever possible.

• Escalate complex or unresolved issues to the appropriate technical team.

Customer Experience

• Maintain a high level of customer satisfaction.

• Handle frustrated or dissatisfied customers professionally.

• Demonstrate patience and empathy while resolving technical concerns.

• Ensure customers understand the solution before closing the interaction.

Documentation & Compliance

• Accurately document call details and troubleshooting steps.

• Update customer information in the relevant system.

• Follow Standard Operating Procedures (SOPs).

• Adhere to quality, compliance, data-security, and customer-handling guidelines.

Performance

• Meet individual and team performance targets.

• Maintain required quality and productivity standards.

• Meet customer satisfaction and service-level expectations.

• Maintain attendance and schedule adherence.

Compensation

CTC: ₹20,000 per month

Final salary structure and applicable statutory components will be communicated during the hiring process.

Work Schedule

• Shift Type: Rotational Day Shift

• Shift Window: 8:00 AM – 8:00 PM

• Shift Duration: Any 9 hours within the applicable window

• Process Type: Inbound Voice

• Work Mode: Work From Office

Work Location

5th Fl, Bestech Business Tower, Sector 66, Sahibzada Ajit Singh Nagar, Punjab 160066, India

The role is based out of a commercial office location in Mohali and requires candidates to work from the office as per the assigned shift schedule.

Location: 5th Fl, Bestech Business Tower, Sector 66, Sahibzada Ajit Singh Nagar, Punjab 160066, India

Candidates should be comfortable commuting to the location for their assigned shifts.

Ideal Candidate Profile

This opportunity is particularly suitable for candidates who:

• Have completed B.Tech, BCA, B.Sc. IT, or a 3-year technical diploma.

• Have an interest in technical troubleshooting.

• Can communicate technical information in simple language.

• Enjoy solving customer problems.

• Have strong logical and analytical abilities.

• Are comfortable handling inbound customer calls.

• Want to build a career in technical support and customer experience.

Career Opportunity

The role provides hands-on experience in technical customer support, troubleshooting, customer experience, and contact-center operations.

High-performing candidates can build their careers toward advanced technical support, escalation management, quality, training, or other specialized customer support functions based on business opportunities and performance.

Selection Process

HR Screening → Communication/Assessment → Operations/Technical Round → Final Selection

Candidates should be prepared for questions related to:

• Basic technical troubleshooting

• Customer handling

• Problem-solving

• Communication skills

• Technical education/background

• Situational customer-service scenarios

• It is a Full Time Customer Support / TeleCaller job for candidates with Freshers.