Semi-Technical Customer Support (Tech Mahindra) | Noida / Pune | ₹3–₹6 LPA

Tech Mahindra is hiring experienced candidates for its Semi-Technical Voice Customer Support Process in Noida and Pune. The role involves handling international customer calls, troubleshooting technical issues, resolving customer concerns and delivering high-quality customer service in a fast-paced environment.

Job Highlights

• Company: Tech Mahindra
• Role: Semi-Technical Customer Support Associate
• Process: Semi-Technical Voice Customer Support
• Locations: Noida and Pune
• Experience: 6 Months to 5 Years
• Salary: ₹3–₹6 LPA
• Work Mode: 100% Work From Office
• Working Model: 13×6 (as mentioned in the job description; confirm with HR)
• Shift: Night Shifts Only
• Holiday Requirement: Must Be Available to Work on Indian Holidays
• Call Volume: Approximately 40–50 Calls Per Shift
• Industry: BPO / International Customer Support
• Support Channels: Inbound and Outbound Voice

Roles & Responsibilities

• Handle inbound and outbound customer interactions through voice support channels.
• Manage customer calls in a high-volume, semi-technical support environment.
• Resolve customer queries, complaints and technical issues within defined timelines.
• Diagnose and troubleshoot basic to intermediate technical problems using available knowledge resources.
• Provide accurate information and effective solutions to customers.
• Document customer interactions, resolutions and follow-up actions using CRM or ticketing tools.
• Escalate unresolved technical issues to the appropriate support teams.
• Collaborate with internal stakeholders to ensure timely issue resolution.
• Maintain professionalism, empathy and service quality during customer interactions.
• Follow company policies, compliance requirements and operational procedures.
• Meet assigned service-level and performance targets.

Qualifications & Eligibility

• Experience: 6 months to 5 years of relevant customer support experience.
• Excellent verbal and written English communication skills are required.
• Strong customer-service and problem-solving abilities are essential.
• Candidates must be comfortable handling approximately 40–50 calls per shift.
• Ability to work in a fast-paced and high-pressure environment is required.
• Good listening, analytical and troubleshooting skills are necessary.
• Basic computer knowledge is required.
• Proficiency in using CRM or ticketing tools is expected.
• Basic typing skills are required.
• Candidates should be capable of multitasking and adapting to changing business requirements.
• A positive attitude and willingness to learn are expected.
• Applicants must be comfortable working exclusively in night shifts.
• Willingness to work from the office and on Indian holidays is mandatory.

Required Skills

• Semi-Technical Customer Support
• International Voice Process
• US Voice Process
• BPO Voice Support
• International Calling
• Inbound and Outbound Calling
• Customer Service
• Customer Query Resolution
• Technical Troubleshooting
• Customer Complaint Handling
• CRM and Ticketing Tools
• English Communication
• Problem-Solving
• Analytical Skills
• Multitasking
• Basic Typing

Key Performance Metrics

Selected candidates will be expected to meet established service-level targets, including:

• AHT: Average Handle Time
• CCR / CSAT: Customer Satisfaction
• FCR: First Call Resolution
• Quality Score: Compliance with service-quality standards
• Schedule Adherence: Following assigned schedules
• Attendance: Meeting attendance requirements

Compensation & Work Conditions

• Annual Salary: ₹3–₹6 LPA
• Work Locations: Noida / Pune
• Work Arrangement: 100% Office-Based
• Shift Timing: Night Shifts Only
• Call Handling: Approximately 40–50 Calls Per Shift