Global Service desk/ Technical support (Voice Process)

Job Description

Job Title: Specialist - TSC

Location: Bangalore

Experience: 1 to 5 years in Global Service Desk

Role Purpose: Provide high-quality Technical support via voice, chat, and email channels to customers/internal stakeholders. Ensure quick resolution, excellent communication, and a positive service experience.

Key Responsibilities:

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• Handle inbound/outbound calls, chat, and email queries with professionalism and empathy.
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• Understand and resolve customer issues within defined SLAs.
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• Escalate complex issues to senior specialists/team leads when needed.
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• Document interactions accurately in the CRM system.
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• Meet KPIs: first contact resolution, response time, quality score, and CSAT.
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• Adhere to shift schedules, especially during US business hours (night shift).
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