Sr Technical Support Consultant

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr Technical Support Consultant based in India.

This role offers the opportunity to provide high-impact technical support and customer guidance within a global, technology-driven environment.
You will act as a trusted advisor for business users, helping them maximize the value of digital solutions through expert troubleshooting and consultative support.
The position combines technical expertise, customer relationship management, and problem-solving skills to deliver exceptional user experiences.
You will support customers throughout their journey, from onboarding and implementation to issue resolution and long-term adoption.
Working with cross-functional teams, you will contribute to customer retention, product success, and continuous service improvements.
This is an ideal opportunity for a customer-focused technology professional who thrives in a fast-paced, collaborative support environment.

As a Sr Technical Support Consultant, you will provide end-to-end technical assistance while ensuring customer satisfaction, product adoption, and operational excellence across multiple support channels.

• Handle real-time customer interactions through chat, phone, email, and web-based support channels.
• Provide consultative technical support throughout the customer lifecycle, including onboarding, installation, troubleshooting, and post-sales assistance.
• Diagnose and resolve technical issues related to billing, account management, software installation, and product functionality.
• Guide customers toward effective product usage while identifying opportunities for adoption, retention, and expansion.
• Support upselling and cross-selling initiatives by understanding customer needs and recommending relevant solutions.
• Collaborate with product, engineering, and subject matter experts to resolve complex customer issues.
• Manage customer retention efforts by addressing cancellation requests and proactively supporting at-risk customers.
• Transform dissatisfied customer experiences into positive outcomes through effective communication and problem resolution.
• Maintain accurate case documentation, follow-up activities, and issue tracking within ticketing systems.
• Prioritize and triage incoming requests while maintaining service quality and response-time expectations.
• Monitor performance metrics such as customer satisfaction and average handling time to improve service delivery.
• Maintain strong product knowledge to better understand customer requirements and provide relevant guidance.
• Remain calm under pressure while managing customer expectations in a fast-paced rotational shift environment.

Requirements:

The ideal candidate will have a strong technical support background, excellent communication skills, and a customer-focused mindset with the ability to solve complex problems effectively.

• Bachelor’s degree in a technical discipline or equivalent practical experience.
• 2+ years of experience in technical support, service desk, or customer-facing technology roles, preferably supporting B2B or enterprise customers.
• Strong experience supporting software products in Windows and/or Mac environments.
• Familiarity with enterprise software solutions and cloud-based platforms.
• Knowledge of MSI/MSP installers, SMS, GPO, or Apple Remote Desktop is a plus.
• Basic understanding of Active Directory, Single Sign-On (SSO), and cloud technologies.
• Excellent written and verbal English communication skills with a clear and professional communication style.
• Strong analytical thinking and problem-solving abilities.
• Ability to multitask, prioritize effectively, and work in a fast-paced support environment with rotational shifts.
• Customer-focused approach with strong consultative and relationship-building skills.
• High cultural awareness, adaptability, and ability to work with diverse customer groups.
• Previous experience in customer service, account management, or consultative sales is a plus.
• Experience supporting enterprise tools and managing customer relationships is preferred.

Benefits:

• Remote work opportunity based in India.
• Opportunity to work with innovative technology solutions used by businesses worldwide.
• Exposure to enterprise-level customer support and complex technical environments.
• Collaborative workplace with opportunities to partner with product, engineering, and specialist teams.
• Career development opportunities through technical learning and customer-facing experience.
• Opportunity to build expertise in cloud technologies, software platforms, and enterprise support practices.
• Inclusive and supportive work environment focused on employee growth and impact.