Key Skills Required:

Excellent communication skills with experience in international voice support

Hands-on experience in mobility-related applications and desktop/general system issues

Strong troubleshooting skills in Outlook, VPN, Citrix, and VDI

In-depth knowledge of MS Office/O365

Experience in Telecom domain will be an added advantage

Roles & Responsibilities:

A. Key Responsibilities

Handle escalated calls from L1 team with high efficiency

Resolve tickets within agreed SLA timelines

Ensure compliance with quality standards, regulatory requirements, and company policies

Drive positive customer experience and CSAT through effective resolution and minimal AHT

Update worklogs and follow escalation protocols

Manage support queues and work towards timely case closures

B. Additional Responsibilities

Participate in shift operations and ensure process compliance

Collaborate with cross-functional teams for issue resolution

Contribute to knowledge base and process improvements

Certifications:

Certifications in ITIL, Microsoft, Citrix, or Telecom-related domains are preferred but not mandatory