Technical Support Analyst

3 weeks ago

Hyderabad, India Solugenix Full time

Job Title : Technical Support Analyst (Voice)
Location : Hyderabad
Position : Full Time
Work Mode : WFO
Required Experience : 2+ years

Timings : Must be prepared for a 5-day work week (rotational week-offs) between 2:00 PM and 11:00 PM IST (9-hour shift).

- Must be flexibility to work other hours or night shifts based on business needs.

Job Summary:
Summary of Job Function:

We are seeking a Technical Support Analyst (Voice Support) to provide prompt, courteous, and effective customer support over the phone. The ideal candidate will be responsible for providing support for custom point-of-sale software, hardware and peripherical devices, including analysing and triaging the issues of users on web and mobile apps. This role is perfect for individuals with exceptional communication skills, technical expertise in networking, problem-solving abilities, and a passion for delivering outstanding customer service.

Key Responsibilities:

  • Provide support for the customers via inbound calls in resolving issues related to point-of-sale systems (POS), online ordering errors, order tracking, rewards and redemptions, account access, payment failures and technical glitches on the mobile app/website
  • Provide clear documentation of customer interactions using the service management system
  • Accurately record, categorize, and escalate unresolved issues to to the appropriate teams
  • Ensure timely follow-ups and resolution closure for open cases
  • Maintain high standards of customer satisfaction by adhering to communication and service quality guidelines

Key Competencies and Skills:

  • A general background in desktop support and network communications
  • Comfortable with Windows O/S, Linux, Office, Exchange
  • Strong customer service experience
  • Strong problem-solving and research skills with the ability to take ownership of a problem
  • Ability to support customers with various knowledge levels
  • MUST be fluent in English with exceptional written and verbal communication skills

Work Environment and Infrastructure:

  • This is an on-site position located at Gachibowli, Hyderabad
  • Candidate must be comfortable with rotational week-offs and flexible shift hours based on business needs
  • Candidates must be comfortable with a hybrid work model that includes both in-office and remote work.

  • For remote work, candidates are expected to have a suitable home setup that meets the following requirements:

  • Wired Internet connection (cable/broadband)- WIFI is NOT permitted or supported by the provided work equipment.

  • Reliable internet speed to perform work without interruptions.

  • A quiet, distraction-free workspace to maintain productivity and professionalism.

Mandatory Skills:

  • Minimum 2 years of experience in voice-based support for an international process (preferably US)
  • Experience managing support issues for POS systems, online platforms, order placement, delivery or payment systems
  • Excellent Verbal and Written Communication Skills
  • Email Etiquettes
  • Attention to Detail.

Desired Skills:

  • Experience in a retail or restaurant industry support role
  • Exposure to customer support systems like ServiceNow, Zendesk, Salesforce Service Cloud, Freshdesk, or Jira Service Management
  • Understanding of digital platforms involving mobile apps, online ordering, and loyalty programs
  • Knowledge and understanding of Splunk.

Education & Certifications:

  • Any Graduate (preferably B.Tech, B.E.).

  • Technical Support Analyst

    2 days ago

    Hyderabad, Telangana, India Solugenix Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Job Title : Technical Support Analyst (Voice)Location : HyderabadPosition : Full TimeWork Mode : WFORequired Experience : 2+ yearsTimings : Must be prepared for a 5-day work week (rotational week-offs) between 2:00 PM and 11:00 PM IST (9-hour shift).- Must be flexibility to work other hours or night shifts based on business needs.Job Summary: Summary of Job...

  • Application Support Analyst

    3 weeks ago

    Hyderabad, India Exaze Solutions Full time

    The Application Support Analyst will support Vitality Group's systems, applications and services by providing technical support to customers and partners around the world. The Application Support Analyst will drive the resolution of non-major incidents and service requests in accordance with defined Service Level Agreements and Operational Level Agreements....

  • Application Support Analyst

    2 weeks ago

    Hyderabad, Telangana, India Exaze Solutions Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    The Application Support Analyst will support Vitality Group's systems, applications and services by providing technical support to customers and partners around the world. The Application Support Analyst will drive the resolution of non-major incidents and service requests in accordance with defined Service Level Agreements and Operational Level Agreements....

  • Technical Analyst

    2 weeks ago

    Hyderabad, Chennai, India Toppan Merrill Full time

    Job Description Description We are seeking a detail-oriented Technical Analyst to join our team in India. The ideal candidate will be responsible for analyzing technical requirements, collaborating with cross-functional teams, and providing technical support to ensure smooth operations. Responsibilities - Analyze technical requirements and provide...

  • Technical Business Analyst

    3 weeks ago

    Hyderabad, India TreoSoft IT Solutions Pvt. Ltd Full time

    Technical Business Analyst – EHR Systems We are looking for an experienced Technical Business Analyst with strong knowledge of Electronic Health Record (EHR) systems. You will analyze our existing EHR system, understand complex workflows, and create clear documentation to support current operations and future improvements. Responsibilities System Analysis ...

  • Technical Business Analyst

    2 weeks ago

    Hyderabad, Telangana, India TreoSoft IT Solutions Pvt. Ltd Full time US$ 90,000 - US$ 1,20,000 per year

    Technical Business Analyst – EHR SystemsWe are looking for an experienced Technical Business Analyst with strong knowledge of Electronic Health Record (EHR) systems. You will analyze our existing EHR system, understand complex workflows, and create clear documentation to support current operations and future improvements.ResponsibilitiesSystem...

  • Technical Support Lead Analyst – HIH – Evernoth

    1 week ago

    Hyderabad, Telangana, India The Cigna Group Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Technical Support Lead AnalystPosition OverviewWe are seeking a Technical Support Lead Analyst to join our operations support and reliability engineering team. This role is critical in maintaining the health and performance of our production systems, ensuring seamless operations across cloud infrastructure, data platforms, and monitoring tools. The ideal...

  • Technical Support Lead Analyst – HIH – Evernoth

    1 week ago

    Hyderabad, Telangana, India Cigna Healthcare Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Technical Support Lead Analyst Position OverviewWe are seeking a Technical Support Lead Analyst to join our operations support and reliability engineering team. This role is critical in maintaining the health and performance of our production systems, ensuring seamless operations across cloud infrastructure, data platforms, and monitoring tools. The ideal...

  • ▷ [15h Left] Non Voice Process Jobs Opening in Customer Support at Gachibowli, HyderabadLess

    3 weeks ago

    Hyderabad, India Customer Support Full time

     Adaptable and motivated fresher with knowledge in customer support, process associate roles, data analysis, and non-IT services. Skilled in Microsoft 365, Excel, Power BI, SQL, Al tools, and creative software, with strong abilities in communication, problem-solving, and teamwork. Eager to begin career in roles such as Process Associate, Customer Support...

  • Technical Support Specialist

    2 weeks ago

    Bengaluru, Hyderabad, Pune, India Ghrs Training Full time ₹ 7,20,000 per year

    Role- Quality Analyst - Service DeskExperience-Min 2 Years in international BPO (Service Desk)| Technical SupportCall Monitoring /Audit | QC Tools | RCAMin. 1 Year as Quality Analyst on papersShift- Night shiftCTC- Up 6 LPANotice- 0-30 DaysWFO