Job Description

Job Description

 Respond to inbound/outbound calls, emails, and support tickets from US customers.

 Troubleshoot software, hardware, connectivity, and access-related technical issues.

 Accurately log interactions, diagnostics, and resolutions in the helpdesk system.

 Escalate unresolved or complex issues to higher-level support teams.

 Ensure timely resolution of issues in compliance with SLAs and deliver a customer-first experience.

 Handle user onboarding tasks such as account setup and password resets.

 Collaborate with US-based teams, adjusting to EST/PST time zone requirements.

 Take full ownership of help requests from receipt to resolution with professional communication.

 Prioritize and categorize incidents/requests accurately, capturing all relevant user information.

 Aim for maximum first-contact resolution through effective troubleshooting.

 Manage tickets throughout their lifecycle, updating with timely and accurate information.

 Escalate VIP or critical issues promptly, with awareness of internal organizational structure.

 Continuously enhance personal technical knowledge and share insights with the team.

Qualifications

Required Skills & Qualifications:

  • Minimum 2 years’ experience in a US customer service or IT helpdesk/technical support role
  • Strong verbal and written communication skills in English
  • Familiarity with helpdesk/ticketing tools (e.g., Zendesk, ServiceNow, Freshdesk, Jira)
  • Ability to work independently with minimal supervision
  • Comfortable working night shifts or overlapping with US business hours

    • Preferred Qualifications:

  • Prior experience in BPO/ITeS supporting US clients
  • ITIL Foundation certification or technical diploma (a plus, not required)
  • Experience with remote desktop tools (AnyDesk, TeamViewer, etc.)

    • Shift Timing:

    Night shift or flexible schedule with overlap to US time zones (EST/PST)

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