Technical Support Executive

Job Title: Technical Support Executive (US Technical Voice Process) 🎧

Company: FSAL Technologies Pvt. Ltd.

Experience required: 1–3 Years in Technical Voice USA process - MANDATORY

Work Location: Near Cosmo mall, Zirakpur, Chandigarh, 140603

Night Shift: Monday to Friday 9pm to 6am (without cab facility)

Salary Range: 20-32k in-hand (200 professional tax deduction only)

Job Summary:

We are looking for a Customer Support Executive (US Technical Voice Process) to handle inbound calls & provide technical assistance to our esteemed customers in the USA and Canada. The candidate will troubleshoot issues related to printers, routers, Windows, and Mac systems through remote access tools such as Any Desk, TeamViewer, and Ultra Viewer. The role requires strong technical knowledge, excellent communication skills, and the ability to resolve customer issues efficiently.

Key Responsibilities:

• Provide remote technical support to US & Canadian customers.
• Troubleshoot issues related to:

-Printers (installation, configuration, connectivity, driver issues)

-Routers (setup, configuration, internet connectivity issues)

-Windows OS (Windows 10/11 troubleshooting, software installation, system errors)

-Mac OS (basic troubleshooting, printer & network setup)

• Use remote access tools like Any Desk, TeamViewer, and Ultra Viewer to diagnose and resolve issues
• Guide customers step-by-step to resolve technical concerns
• Ensure high customer satisfaction (CSAT) and first-call resolution

Required Skills & Qualifications:

• Experience with printer, router, windows & MAC troubleshooting & driver installation (mandatory)
• Familiarity with remote desktop tools (Any Desk, TeamViewer, Ultra Viewer)
• Strong verbal communication skills in English
• Ability to handle US & Canada customers professionally while ensuring high CSAT
• Ability to work under pressure and performance metrics
• Customer-focused mindset with problem-solving skills.
• Willingness to work in night shift 9pm to 6am without cab

KPI:

1. Maintained optimal AHT while ensuring service quality
2. Consistently achieved/exceeded CSAT and QA scores
3. Ensured high attendance and schedule adherence
4. Demonstrated strong communication and empathy in customer handling
5. Ensured strict process and compliance adherence
6. Handled high call volumes efficiently with effective problem resolution