Senior Techncal Support Consultant, ICX

Accountabilities:

• • Handle real-time customer interactions through chat, phone, and email, providing timely and professional support to business users.
  • Provide consultative technical support throughout the customer lifecycle, from onboarding and installation through troubleshooting and post-sales care.
  • Troubleshoot customer issues related to billing, account management, installation, and product functionality.
  • Log, prioritize, and triage customer issues received through phone, chat, email, and web channels.
  • Upsell and cross-sell relevant products and solutions, contributing to customer adoption, user expansion, and revenue growth.
  • Work with cross-functional teams, including Product, Engineering, and subject matter experts, to investigate and resolve complex technical issues.
  • Follow up proactively on unresolved cases and maintain accurate and complete documentation within the ticketing system.
  • Monitor and improve service performance by focusing on Customer Happiness (CH) and Average Handling Time (AHT).
  • Manage customer sentiment and expectations calmly and professionally, particularly when handling complex or high-pressure situations.
  • Maintain clear, consistent, and timely communication throughout the customer support process.
  • Contribute to the effective operation of a 24x7 service environment, initially supporting 24x5 coverage.

  Requirements

  • Bachelor’s degree in a technical field or equivalent professional experience.
  • 5+ years of experience in technical support or service desk environments, preferably supporting B2B or enterprise customers.
  • Strong experience providing software support in Windows and/or Mac environments.
  • Familiarity with enterprise software products; experience supporting the relevant product ecosystem is preferred.
  • Knowledge of MSI/MSP installers, SMS, GPO, and Apple Remote Desktop is desirable.
  • Basic understanding of Active Directory, Single Sign-On (SSO), and cloud technologies.
  • Excellent written and verbal English communication skills, with a neutral accent.
  • Strong analytical and problem-solving capabilities, with the ability to investigate issues and determine appropriate solutions.
  • Ability to multitask, prioritize effectively, and perform in a fast-paced rotational-shift environment.
  • Strong customer focus combined with a consultative approach to support and relationship management.
  • High cultural awareness and adaptability when working with diverse customers and teams.
  • Strong interpersonal and collaboration skills, with the ability to work effectively with technical specialists and cross-functional teams.
  • Preferred experience in customer service, technical support, or account management roles.
  • Background in consultative sales or relationship management is advantageous.
  • Operational knowledge of enterprise tools and cloud-based platforms is a plus.

  Benefits

  • Fully remote opportunity in India.
  • Full-time position within a global technical support environment.
  • Rotational shift schedule, including night shifts.
  • Inclusive and diverse workplace culture.
  • Career growth, learning, and professional development opportunities.
  • Competitive compensation and benefits.
  • Opportunity to contribute to high-impact digital experiences.
  • Exposure to enterprise software, cloud technologies, technical support, and customer experience initiatives.
  • Collaborative environment with Product, Engineering, and other cross-functional teams.