Serve as a key point of contact for technical issues affecting customers globally. Provide expert troubleshooting and resolution support via phone, email, chat, and remote tools. Ensure high-quality service across cultures, time zones, and technical environments.

🛠 Core Responsibilities

• Respond promptly to international customer support requests through phone, email, and live chat.
• Diagnose and troubleshoot hardware, software, network, and product-specific technical issues.
• Provide remote guidance using video calls, screen sharing, and documentation.
• Collaborate with engineering, product, and QA teams to resolve complex technical cases.
• Maintain detailed case logs and update internal knowledge bases.
• Meet or exceed SLAs for response and resolution times; monitor metrics like CSAT.
• Support onboarding of global customers—configure accounts, install software, and provide training.
• Participate in a 24/7 support rotation to cover different time zones.
• Stay current on product updates, global standards, and best practices.

👤 Qualifications & Skills

Education & Experience

• Bachelor’s degree in Computer Science, IT, or related discipline (or equivalent experience).
• 3+ years in technical support, ideally in an international or multinational setting.
• Experience with remote support tools, ticketing systems (e.g., Zendesk, ServiceNow), and CRM platforms.

Technical Knowledge

• Proficient with Windows, macOS, and Linux environments; comfortable with diverse tech stacks.
• Solid networking knowledge (TCP/IP, DNS, DHCP, VPNs) and familiarity with firewalls/devices.
• Basic scripting skills (shell, Python, Perl) for diagnostics and automation.
• Knowledge of customer-facing product troubleshooting—application, cloud, web platforms.

Soft Skills

• Exceptionally clear written and spoken English; multilingual ability is a strong plus.
• Excellent problem-solving and analytical skills with a customer-first mindset.
• Comfortable working across shifts and holidays; flexible to global needs.
• Ability to adapt to diverse cultural interactions and collaborate with international teams.

Preferred Qualifications

• Certifications: CompTIA A+, ITIL, Cisco CCNA, Microsoft, or Linux.
• Experience supporting enterprise or security-focused software products.

📈 Performance Metrics & Growth

• Key KPIs: First-response time, time-to-resolution, escalation frequency, CSAT scores, knowledge base contributions.
• Career Path: Progress from Tier‑1 to Tier‑2/3 Support Engineer, Technical Account Manager, or Support Team Lead/Manager.

About company

Hinduja Global Solutions is an Indian pure play business and service provider headquartered in bangalore, and part of the Hinduja Group. Formerly known as HTMT Global, the company re-branded itself as HGS in line with the group policy. It has over 40000 loopemployees worldwide with a large employee base in India.