Technical Support Executive

Job Title: Technical Support Executive - Telecom (O2C Process)

Company: Hexaware Technologies
Location: One IT SEZ, Chennai
Experience: 1-3 Years

Process: Telecom Voice / BPO Technical Support

Job Summary

Hexaware is hiring Technical Support Executives for a Telecom O2C (Order-to-Cash) process. The role requires candidates with Telecom support experience and working knowledge of Routers, Switches, LAN/WAN, and Network Troubleshooting. The candidate will provide technical assistance to customers, diagnose connectivity issues, and ensure timely resolution while delivering an excellent customer experience.

Key Responsibilities

• Provide technical support to telecom customers through voice-based interactions.
• Troubleshoot issues related to Routers, Switches, Internet Connectivity, LAN/WAN, Wi-Fi, DNS, DHCP, and TCP/IP.
• Handle customer queries related to telecom services, order status, provisioning, activation, and billing.
• Diagnose and resolve network-related incidents within defined SLAs.
• Create, update, and track support tickets in CRM/ticketing tools.
• Coordinate with Network Operations and Backend teams for escalated issues.
• Ensure high customer satisfaction through effective communication and issue resolution.
• Maintain process compliance and quality standards.

Required Skills

• 1 to 3 years of experience in Telecom Technical Support / ISP Support / Network Support / O2C Operations.
• Strong understanding of:
• Routers & Switches
• TCP/IP, DNS, DHCP
• LAN/WAN Technologies
• Broadband & Internet Connectivity
• Network Troubleshooting
• Excellent verbal and written communication skills.
• Customer-centric approach with good analytical skills.
• Comfortable working in rotational shifts and 24/7 support environment.

Educational Qualification

• Any Graduate.
• Certifications such as CCNA, Network+, or equivalent will be an added advantage.

Preferred Background

• Telecom, ISP, Broadband, NOC, Network Support, Service Desk, Technical Helpdesk.
• Experience in international or domestic BPO technical support processes.

Why Join Hexaware?

• Excellent career growth opportunities.
• Exposure to global telecom clients.
• Dynamic and technology-driven work environment.
• Attractive salary and performance incentives.

Contact - HR - Jenil Raj J - [phone removed]