Customer Service Technical Support

Job Title: Support Executive

Work Location: TCS Mumbai – Olympus Thane Experience: 1- 3 years Minimum 1 + year in technical troubleshooting Shift Timing: [24/7 if applicable] Immediate Joiners preferred. Candidate should be willing to join in third party payroll C2H and then move to TCS payroll after BGV clearance

Any Domain Expertise: [e.g., BFSI, Retail, Healthcare] Windows, iOS, Android, and MacOS environments. Communication Skills Must be excellent

Responsibilities ·

Handle technical troubleshooting for customers using web design and related software tools ·

Support both enterprise-level and local customers ·

Resolve issues such as: i.

Software not working ii.

Missing features (e.g., customer paid for 3 features but only 2 active) iii.

Enable features and ensure smooth functionality iv.

Cross-sell and upsell: Preferred if experienced, but not mandatory (training will be provided)

Key Skills: Primary Skills (Must-Have): 1) Strong Analytical and diagnostic ability to identify root causes and resolve complex issues. 2) Excellent communication skills (verbal & written) for global customer interactions. This is the most important has to be a minimum B2 on CEFR scale (C1 Preferable) 3) Ability to deliver First Call Resolution and maintain professionalism in omni-channel support. 4) Strong technical troubleshooting skills to manage Adobe product troubleshooting across multiple OS platforms (Windows, iOS, Android, MacOS). 5) Accurate case documentation and CRM proficiency for tracking and follow-up. 6) Customer Handling: Professional interaction, escalation management, and case documentation.