Customer Support Executive

Job Title: Customer Support Executive

Company: GIST Management Solutions

About the Role

We are looking for highly motivated, customer-focused, and technically inclined professionals to join Teleperformance for an International Technical Support Voice Process. The ideal candidate must possess excellent English communication skills, a strong customer service mindset, and the ability to understand and resolve basic technical issues while delivering an exceptional customer experience. This role involves interacting with international customers over voice calls, understanding their technical concerns, troubleshooting issues, and providing accurate solutions while maintaining professional communication and customer satisfaction.

Key Responsibilities

• International Customer Support
• Handle inbound and outbound customer interactions.
• Communicate professionally with international customers in fluent English.
• Understand customer concerns, technical queries, and service-related issues.
• Provide clear, accurate, and appropriate resolutions while maintaining a positive customer experience.
• Demonstrate patience, empathy, active listening, and professionalism during every interaction.
• Maintain a customer-first approach.
• Technical Support & Troubleshooting
• Assist customers with basic antivirus software-related queries, installation issues, configuration concerns, and product functionality.
• Identify and troubleshoot technical issues related to software performance and computer systems.
• Guide customers through step-by-step troubleshooting procedures.
• Assist with basic operating system, application, connectivity, and software-related issues.
• Understand technical terminology and explain technical concepts in simple, customer-friendly language.
• Identify the root cause of a reported issue and provide appropriate troubleshooting steps.
• Escalate complex or unresolved technical concerns to the relevant support team.
• Maintain up-to-date knowledge of products, services, and troubleshooting guidelines.
• Customer Query & Problem Resolution
• Understand customer requirements by asking relevant questions and gathering accurate information.
• Analyze customer concerns and identify the most suitable resolution.
• Resolve customer queries efficiently while following the prescribed troubleshooting process.
• Take ownership of customer issues and ensure appropriate follow-up.
• Avoid unnecessary transfers and escalations by resolving issues within the scope of the role.
• Handle customer complaints professionally and work towards achieving first-contact resolution.
• Ensure that customers receive accurate information and practical solutions.
• Antivirus & Software Support
• Assist customers with antivirus software-related concerns and general product usage queries.
• Help customers understand software installation, activation, updates, and configuration.
• Guide customers through basic virus and malware protection concepts.
• Explain software features and functionality.
• Assist with common software-related errors and follow approved troubleshooting procedures.
• Help customers understand the importance of software updates, system security, and safe computing practices.
• Follow approved security procedures.
• Excellent Communication & Customer Experience
• Demonstrate exceptional verbal communication skills with clear pronunciation, fluent English, and professional sentence construction.
• Understand different international accents and respond appropriately.
• Maintain a confident, courteous, and professional tone.
• Use active listening to understand the complete issue.
• Explain technical information clearly without jargon.
• Build customer confidence through effective communication, empathy, and ownership.
• Deliver customer delight by exceeding expectations.
• Call Management & Process Compliance
• Follow the prescribed call flow, standard operating procedures, and quality guidelines.
• Maintain accurate customer interaction records and update systems.
• Meet process-defined targets for call quality, customer satisfaction, productivity, and resolution.
• Maintain professionalism while handling difficult customers and challenging situations.
• Follow data privacy, information security, and compliance requirements.
• Participate in training sessions, quality feedback discussions, and performance improvement activities.

Requirements & Tech Stack

• Work Mode: Work From Office (WFO)
• Working Days: 5 Days Working
• Shifts: Rotational Shifts
• Week Offs: Rotational Week Offs
• Joining: Immediate Joiners Preferred

Qualifications

• Educational Qualification: Graduates from any stream can apply, including freshers. Undergraduate candidates with a minimum of 6 months of documented work experience can apply.
• Experience: Candidates with prior experience in international voice processes, technical support, IT helpdesk, customer service, or BPO operations will have an advantage.
• Communication Skills:
• Excellent spoken English with strong fluency and comprehension.
• Very good pronunciation, sentence formation, vocabulary, and verbal clarity.
• Ability to understand international accents.
• Strong listening skills.
• Confidence in explaining technical solutions over voice calls.
• Ability to maintain a professional tone, positive attitude, and customer-focused approach.
• Must be comfortable speaking in English throughout the working shift.
• Technical Skills:
• Basic understanding of computers, software, and operating systems.
• Knowledge of antivirus software, malware protection, and basic computer security concepts is preferred.
• Understanding of software installation, configuration, and troubleshooting is an advantage.
• Basic knowledge of internet connectivity and common technical issues is beneficial.
• Ability to follow troubleshooting instructions and learn new technical concepts quickly.
• Strong analytical thinking and problem-solving abilities.
• Behavioral Competencies:
• Excellent customer-handling and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Patience and empathy.
• Ability to handle challenging conversations calmly and professionally.
• Willingness to learn, accept feedback, and adapt to process requirements.
• Positive attitude, professional discipline, and a commitment to long-term career growth.

Work Location

• Mansarovar, Jaipur, Rajasthan
• Candidates must be willing to relocate to Jaipur.
• Candidates applying from other cities across India are welcome, provided they can relocate and work from the Jaipur office.
• This is an office-based role.

Relocation Benefits & Employee Facilities

• ₹10,000 Relocation Bonus (for eligible candidates relocating to Jaipur).
• 10 Days of Hotel Accommodation (to help candidates settle in).
• Travel Tickets (for eligible relocating candidates).
• Food Facilities (as applicable).
• Free Cab Facilities (as per policy).
• 5 Days Working.
• Rotational Shifts.
• Rotational Week Offs.

Career Growth Opportunities

• Technical Skill Development (antivirus software, troubleshooting).
• International Customer Experience.
• Problem-Solving Expertise.
• Customer Experience Management.
• Quality & Performance Excellence.
• Leadership Opportunities (senior support, subject matter expert, quality analyst, team leader).
• Long-Term Career Development.

How to Apply

Interested candidates can WhatsApp their updated CV directly to HR RAJ 92165 77366.

• Excellent English communication, willingness to work in an international voice process, basic technical understanding, and readiness to work from the Jaipur office are essential.