Sr Technical Support Consultant - PPBU in India at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr Technical Support Consultant - PPBU in India.

This role is part of a high-performing global technical support environment focused on delivering exceptional customer experience across a suite of advanced technical communication products. You will act as a key support expert, helping enterprise and individual customers resolve complex technical issues across chat, phone, and email channels. The position requires strong troubleshooting skills, deep product understanding, and the ability to manage customer interactions with professionalism and precision. You will contribute directly to first contact resolution, ensuring efficient and high-quality support outcomes. Working in a fast-paced, 24/7 support structure, you will collaborate with engineering and tier teams to investigate and resolve advanced technical challenges. This is a highly customer-focused role where communication, technical expertise, and problem-solving come together to deliver meaningful impact.

• Provide high-quality technical support via chat, phone, and email for global English-speaking customers using enterprise communication and publishing products.
• Resolve technical and non-technical issues for enterprise, subscription, and individual customers, ensuring efficient case handling and resolution.
• Achieve strong first call resolution by effectively troubleshooting and resolving issues during initial customer contact.
• Accurately document all customer interactions and case details in tracking systems using clear written English.
• Meet key performance metrics including case resolution time, case aging, workload hygiene, and customer satisfaction targets.
• Conduct advanced research and collaborate with Tier 1 engineering teams to resolve complex technical issues.
• Assist in testing new product features and enhancements to ensure stability and usability.
• Participate in special projects and additional support initiatives as required.
• Maintain consistent communication with customers while ensuring professional and empathetic service delivery.
• Support continuous improvement of support processes and knowledge base documentation.

• Graduate degree with at least 2+ years of experience in technical support or customer-facing technical roles.
• Strong understanding of technical support processes, troubleshooting methodologies, and case management systems.
• Proficiency in Windows OS and working knowledge of Mac OS environments.
• Basic to intermediate skills in HTML, CSS, JavaScript, and SharePoint.
• Familiarity with file formats, packaging, and deployment of software products.
• Understanding of Learning Management Systems and enterprise software environments is an advantage.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Excellent customer service and account management skills with a solution-oriented mindset.
• Ability to remain calm under pressure and handle sensitive customer situations professionally.
• Strong time management skills with the ability to prioritize multiple tasks effectively.
• Willingness to work in rotational shifts to support 24/7 global operations.
• Self-driven, adaptable, and eager to learn new technologies in a fast-changing environment.

• Competitive compensation package aligned with experience
• Opportunity to work in a global, technology-driven support environment
• Exposure to enterprise-level software products and advanced technical ecosystems
• Rotational shift structure supporting flexible global operations
• Career development and learning opportunities in technical support and product expertise
• Collaborative and inclusive work culture focused on innovation and customer success
• Access to continuous skill development and internal growth opportunities