Technical Customer Support Associate

3 weeks ago

Hyderabad, India Ikcon Technologies Inc., Full time

Job Role: Technical Customer Support Associate - CSA (Voice Process)
Location: Hyderabad On-Site (5 Days a Week)
Shift: Evening Shift
Experience: 0–2 Years
Availability: Immediate Joiner

We are seeking a Technical Customer Support Associate (Voice Process) to provide high quality technical assistance The ideal candidate will combine technical problem-solving skills with a customer focused approach, supporting both internal and external users.

Key Responsibilities (Including as this is a voice process role):

  • Diagnose and resolve technical issues related to the application, including error troubleshooting, performance analysis, and configuration support.
  • Log, categorize, prioritize, and manage support tickets from submission through resolution, ensuring timely and effective solutions.
  • Assist users with application features, API integrations, data imports/exports, and custom reporting.
  • Work closely with development and QA teams to escalate complex issues, validate bug fixes, and contribute to product enhancement.
  • Maintain detailed documentation of issues, resolutions, and workarounds for internal reference and continuous improvement.
  • Provide basic user training and create support materials to help customers maximize the platform's potential.
  • Engage directly with users in a professional, clear, and empathetic manner via phone calls and, when required, live chat or other communication channels.

Required Skills & Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.
  • 0–2 years of experience in technical support, helpdesk, or software support roles (internship/project experience is acceptable).
  • Fundamental understanding of databases, software troubleshooting, and basic scripting is preferred.
  • Strong written and verbal communication skills in English, with the ability to explain technical concepts clearly.
  • Excellent analytical and problem-solving abilities, with a proactive and user focused mindset.
  • Ability to work collaboratively in a team environment and adapt to new technologies.

Preferred Skills

  • Familiarity with ticketing systems, ITSM tools, or enterprise software.
  • Basic knowledge of APIs, web services, and networking concepts.

Job Type: Full-time

Pay: ₹120, ₹180,000.00 per year

Application Question(s):

  • Are you an Immediate Joiner?

Location:

  • Hyderabad, Telangana (Required)

Shift availability:

  • Day Shift (Required)

Work Location: In person

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