Global Service desk/ Technical support (Voice Process)

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:

• Handle inbound/outbound calls, chat, and email queries with professionalism and empathy.

• Understand and resolve customer issues within defined SLAs.

• Escalate complex issues to senior specialists/team leads when needed.

• Document interactions accurately in the CRM system.

• Meet KPIs: first contact resolution, response time, quality score, and CSAT.

• Adhere to shift schedules, especially during US business hours (night shift).