Technical Support Associate

2 days ago

Gurgaon, Haryana, India Advatix Apac Logistics Full time ₹ 30,00,000 - ₹ 60,00,000 per year

Job Overview

The TSA will serve as the first point of contact for customers seeking technical support via phone or email. The role involves diagnosing and resolving hardware, software, and network-related issues, coordinating dispatch of engineers and consumables, and escalating unresolved queries as needed. The ideal candidate will have strong communication skills, a customer-first attitude, and foundational knowledge in IT systems, networks, and applications. This position requires flexibility, resilience under pressure, and a commitment to delivering exceptional service in a multicultural, fast-paced environment.

Key Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Facilitate or escalate customer issues and complaints, both internally and externally.
  • Direct unresolved issues to the next level of support personnel
  • Co-ordinate all consumable calls in order to enable dispatch of Client & Multi-vendor consumables to customers.
  • Co-ordinate all Break/Fix calls in order to enable dispatch of Client & Multi-vendor engineers to customers.
  • Liaise with Various Helpdesks, Client and Third-Party Service Providers escalating through these avenues to close.
  • Install and test desktop software applications including antivirus and internet browsers.

  • Diagnose and troubleshoot technical issues, including account setup and network configuration

  • Setup desktop computers and peripherals and test network connections

  • Flexibility to take on additional tasks as directed by Team Lead.
  • Validate Customer details and requirements on data entry, categorize and deal with appropriately.
  • Maintain accurate database information.
  • Obtain call closures details on all dispatched calls.

Qualifications:

  • Proficiency in English
  • Knowledge of Computers and basic understanding of Networks, Telephony, VPN, with an excellent knowledge of MS Office
  • Working knowledge of a customer focused environment.
  • Proven record of delivery of excellent customer service with a minimum 1-year experience in multi- cultural customer service Call Centre environment
  • Effective interactive skills and ability to work as part of a team
  • Able to maintain and project a helpful and courteous attitude in any circumstances
  • Resilient under pressure and adaptable to unseen work demands
  • Flexible attitude towards working patterns including early starts & Bank Holidays

Preferred Skills:

  • Experience working in a multi-state and multi-country tax environment.
  • Familiarity with Avalara, Vertex, or similar tax automation platforms.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Excellent verbal and written communication skills.
  • Strong attention to detail and problem-solving abilities.

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