This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr Technical Support Consultant based in India.
This role offers the opportunity to provide high-impact technical support and customer guidance within a global, technology-driven environment.
You will act as a trusted advisor for business users, helping them maximize the value of digital solutions through expert troubleshooting and consultative support.
The position combines technical expertise, customer relationship management, and problem-solving skills to deliver exceptional user experiences.
You will support customers throughout their journey, from onboarding and implementation to issue resolution and long-term adoption.
Working with cross-functional teams, you will contribute to customer retention, product success, and continuous service improvements.
This is an ideal opportunity for a customer-focused technology professional who thrives in a fast-paced, collaborative support environment.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr Technical Support Consultant based in India.
This role offers the opportunity to provide high-impact technical support and customer guidance within a global, technology-driven environment.
You will act as a trusted advisor for business users, helping them maximize the value of digital solutions through expert troubleshooting and consultative support.
The position combines technical expertise, customer relationship management, and problem-solving skills to deliver exceptional user experiences.
You will support customers throughout their journey, from onboarding and implementation to issue resolution and long-term adoption.
Working with cross-functional teams, you will contribute to customer retention, product success, and continuous service improvements.
This is an ideal opportunity for a customer-focused technology professional who thrives in a fast-paced, collaborative support environment.
Accountabilities:
- Handle real-time customer interactions through chat, phone, email, and web-based support channels.
- Provide consultative technical support throughout the customer lifecycle, including onboarding, installation, troubleshooting, and post-sales assistance.
- Diagnose and resolve technical issues related to billing, account management, software installation, and product functionality.
- Guide customers toward effective product usage while identifying opportunities for adoption, retention, and expansion.
- Support upselling and cross-selling initiatives by understanding customer needs and recommending relevant solutions.
- Collaborate with product, engineering, and subject matter experts to resolve complex customer issues.
- Manage customer retention efforts by addressing cancellation requests and proactively supporting at-risk customers.
- Transform dissatisfied customer experiences into positive outcomes through effective communication and problem resolution.
- Maintain accurate case documentation, follow-up activities, and issue tracking within ticketing systems.
- Prioritize and triage incoming requests while maintaining service quality and response-time expectations.
- Monitor performance metrics such as customer satisfaction and average handling time to improve service delivery.
- Maintain strong product knowledge to better understand customer requirements and provide relevant guidance.
- Remain calm under pressure while managing customer expectations in a fast-paced rotational shift environment.
- Bachelor’s degree in a technical discipline or equivalent practical experience.
- 2+ years of experience in technical support, service desk, or customer-facing technology roles, preferably supporting B2B or enterprise customers.
- Strong experience supporting software products in Windows and/or Mac environments.
- Familiarity with enterprise software solutions and cloud-based platforms.
- Knowledge of MSI/MSP installers, SMS, GPO, or Apple Remote Desktop is a plus.
- Basic understanding of Active Directory, Single Sign-On (SSO), and cloud technologies.
- Excellent written and verbal English communication skills with a clear and professional communication style.
- Strong analytical thinking and problem-solving abilities.
- Ability to multitask, prioritize effectively, and work in a fast-paced support environment with rotational shifts.
- Customer-focused approach with strong consultative and relationship-building skills.
- High cultural awareness, adaptability, and ability to work with diverse customer groups.
- Previous experience in customer service, account management, or consultative sales is a plus.
- Experience supporting enterprise tools and managing customer relationships is preferred.
- Remote work opportunity based in India.
- Opportunity to work with innovative technology solutions used by businesses worldwide.
- Exposure to enterprise-level customer support and complex technical environments.
- Collaborative workplace with opportunities to partner with product, engineering, and specialist teams.
- Career development opportunities through technical learning and customer-facing experience.
- Opportunity to build expertise in cloud technologies, software platforms, and enterprise support practices.
- Inclusive and supportive work environment focused on employee growth and impact.
As a Sr Technical Support Consultant, you will provide end-to-end technical assistance while ensuring customer satisfaction, product adoption, and operational excellence across multiple support channels.
Requirements:
The ideal candidate will have a strong technical support background, excellent communication skills, and a customer-focused mindset with the ability to solve complex problems effectively.