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).