Job Description Summary
- We are only looking for candidates with good experience in technical sales US process.
- Job Title: L1 Technical Support Executive (US Process)
- Department: Technical Support & Customer Success
- Core Mandate: Act as the first line of defense for customer technical issues, ensuring efficient troubleshooting across hardware, software, network, and application platforms. The position uniquely bridges technical support with a revenue-generation aspect through the upside sale of premium support plans.
Key Sections Included in the Document:
- Position Summary: High-level overview of the balancing act between technical problem-solving, CRM management, and support plan monetization.
- Key Responsibilities: Deep dive into troubleshooting, incident/ticket management lifecycle, sales integration, and customer satisfaction KPIs.
- Performance Metrics: Concrete KPIs such as First Contact Resolution (FCR), Average Handling Time (AHT), CSAT, and sales conversion rates.
- Qualifications & Skills: Breakdown of required hardware/software competencies, CRM knowledge, soft skills, and soft-sales capabilities.
- Benefits & Growth: Corporate offerings including an attractive incentives structure for sales and direct professional development pathways.
Key Responsibilities:
- Provide L1 and L2 technical support via phone, chat and ticketing tools.
- Monitor, log, prioritize and resolve service requests within TAT given to the customer.
- Troubleshooting Windows, macOS, Microsoft 365, Printers and network connectivity issues.
- Perform root cause analysis for recurring issues and implement solutions.
- Escalate incidents to L2 support teams and maintaining tickets in CRM.
- Maintain accurate documentation of issues, resolutions and SOP's.
Language:
Location:
Shift Availability:
Work Location: In Person
Pay: ₹240,000.00 - ₹600,000.00 per year
Experience:
- technical sales in US process: 1 year (Preferred)
Work Location: Hybrid remote in Zirakpur, Punjab