Who We're Looking For

About IntouchCX

IntouchCX is shaping the future of customer experience by partnering with iconic brands to create meaningful connections across voice, chat, email, and social media. Fueled by cutting-edge technology and a team that’s all-in on making brands thrive, we’re setting the bar in quality-driven support.

About the Job:

We are hiring for a world leader in the entertainment industry and in the digital space! We are looking for bright, passionate and energetic individuals who want to be part of this elite team.  This position offers a great career opportunity for successful candidates to be at the forefront of the digital space and to be working with a dynamic, exciting and innovative company and partner!

Benefits and Perks:

  • Additional Skill based allowance of ₹5000 post 6 months / ₹10000 post 12 months / ₹15000 post 18 months and ₹ 20000 post 24 months of proficiency in the program 
  • Excellent relocation packages for those relocating to Hyderabad
  • Transport Allowance of 5000 every month / or Company Transport pick and drop provided 
  • A total compensation package of 60K to 80K per month depending on tenure and experience 
  • 100% on-site role 
  • Full Time, Permanent roles 

As a Senior Technical Support Associate, You Have:

  • Must have 3 to 4 years of Technical support experience
  • Bachelors in Computer Sciences, Mathematics/Statistics, Computer Applications or any Technical Graduation.
  • Strong technical support experience and background with the ability to understand and diagnose issues with exceptional troubleshooting skills and strong communication skills. Data analysis experience preferred
  • Excellent English communication skills both verbal and written communication. The ability to speak accurately, using proper grammar, and good enunciation and are able to communicate and engage in discourse fluently
  • Experience in cross-functional stakeholder management and be able to take ownership and coordinate with multiple teams and create strong working relationships
  • Ability and flexibility to work a variety of shifts including days, afternoons, evenings, weekends and holiday

As a Senior Technical Support Associate, You Will:

  • 80% Incident management / 20% Voice
  • Serve as lead researchers and investigators for the client and their customers
  • Serve as a main point of contact for in depth technical and product-based questions, and escalations from Global Customer Support teams
  • Must be able to investigate complex technical issues and make the appropriate recommendations to resolve these issues 
  • Skilled in data analytics to be able to see emerging patterns and trends and provide recommendations for product changes that can help with overall efficiency and address any issues noted
  • Excellent communication skills both written and verbal
  • May need to prepare knowledge base materials or even external facing articles on issues encountered to assist a global customer base

Education / Experience Requirements:

  • Experience in gaming, Streaming service, and Technical Support will be preferred 
  • Experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products is a must
  • Excellent communication skills to interact with inter-department issues/resolutions 
  • UG: B.A in Any Specialization, B.Tech/B.E. in Any Specialization, B.B.A/ B.M.S in Any Specialization, B.Sc in Maths, Computers, Statistics, BCA in Computers
  • PG: M.Tech in Any Specialization, M.Com in Any Specialization, MCA in Any Specialization, MS/M.Sc(Science) in Any Specialization, M.A in Any Specialization

Compensation:

  • Competitive salary from ₹ 6,50,000 - 9,50,000 P.A.
  • 50000 Joining Bonus
  • 45000 min. in hand to 60000 min. in hand for the candidate with the right experience
  • Role: Technical Support – 80% Incident Management / 20% Voice
  • Industry Type: BPO / Call Centre
  • Functional Area: Customer Success, Service & Operations
  • Employment: Full Time, Permanent

Ready to apply? Submit your application and one of our recruiters will reach out via email/phone/text to learn more about you and connect you to this exciting opportunity!

By signing this application, the applicant consents to IntouchCX collecting, using, and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

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