Tech Mahindra - Semi Technical Customer support associate

Job Description: Semi Technical Customer support associate

Job Location: Pune / Noida
Experience: 6 Months to 5 Years
Process: Semi Technical Voice Customer Support
Working Model: 13*6 Work from Office
Shift: Night Shifts only

Job Summary

We are seeking enthusiastic and customer-focused Semi Technical Customer support to join our growing team in Pune and Noida. The ideal candidate should be comfortable handling high-paced, high-volume customer support environment, resolving customer concerns efficiently, and delivering an exceptional customer experience while meeting defined service level standards.

Candidates should possess strong communication and problem-solving skills, demonstrate the ability to work under pressure, and willing to work in night shifts. 100% work from office.

Key Responsibilities

• Handle inbound and outbound customer interactions through voice support channels.
• Manage calls in high-paced semi technical environment while maintaining high service quality standards.
• Resolve customer queries, complaints, and technical issues within defined timelines.
• Diagnose and troubleshoot basic to intermediate technical issues using knowledge base.
• Provide accurate information and effective solutions to customers.
• Document customer interactions, resolutions, and follow-up actions in relevant ticketing tool.
• Escalate unresolved issues to appropriate teams as per process guidelines.
• Collaborate with internal stakeholders to ensure timely issue resolution.
• Maintain professionalism and customer empathy during all interactions.
• Adhere to company policies, compliance requirements, and operational procedures.
• Required to work on Indian holidays

Key Performance Metrics (SLAs)

The associate will be expected to consistently meet or exceed established performance targets related to:

• AHT (Average Handle Time)
• CCR (CSAT)
• FCR (First Call Resolution)
• Quality Score
• Schedule Adherence and Attendance

Required Skills

• Excellent verbal and written communication skills in English.
• Strong customer service and problem-solving abilities.
• Ability to work in a fast-paced and high-pressure environment.
• Comfortable handling 40-50 calls throughout the shift.
• Good listening, analytical, and troubleshooting skills.
• Basic computer knowledge and proficiency in using CRM/ticketing tools.
• Ability to multitask and adapt quickly to changing business requirements.
• Positive attitude and willingness to learn.
• Should have basic typing skills.

Please call HR Garima for Interview - [phone removed]

or share your resume - [email removed]

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