Senior Techncal Support Consultant, ICX

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

As a Senior Technical Support Consultant, you will join a 24x7 Service Desk team supporting business customers across their technology journey. You will provide consultative, end-to-end assistance through chat, phone, and email, covering everything from onboarding and installation to troubleshooting and post-sales support. The role combines technical expertise with customer relationship management and a strong focus on delivering excellent customer experiences. You will also contribute to product adoption and revenue growth through relevant upselling and cross-selling opportunities. Working closely with product, engineering, and subject matter experts, you will help resolve complex customer issues and maintain high service standards. This is a customer-facing role in a fast-paced, global environment requiring adaptability, strong communication, and a willingness to work rotational shifts.

• Handle real-time customer interactions through chat, phone, and email, providing timely and professional support to business users.
• Provide consultative technical support throughout the customer lifecycle, from onboarding and installation through troubleshooting and post-sales care.
• Troubleshoot customer issues related to billing, account management, installation, and product functionality.
• Log, prioritize, and triage customer issues received through phone, chat, email, and web channels.
• Upsell and cross-sell relevant products and solutions, contributing to customer adoption, user expansion, and revenue growth.
• Work with cross-functional teams, including Product, Engineering, and subject matter experts, to investigate and resolve complex technical issues.
• Follow up proactively on unresolved cases and maintain accurate and complete documentation within the ticketing system.
• Monitor and improve service performance by focusing on Customer Happiness (CH) and Average Handling Time (AHT).
• Manage customer sentiment and expectations calmly and professionally, particularly when handling complex or high-pressure situations.
• Maintain clear, consistent, and timely communication throughout the customer support process.
• Contribute to the effective operation of a 24x7 service environment, initially supporting 24x5 coverage.

Requirements

• Bachelor’s degree in a technical field or equivalent professional experience.
• 5+ years of experience in technical support or service desk environments, preferably supporting B2B or enterprise customers.
• Strong experience providing software support in Windows and/or Mac environments.
• Familiarity with enterprise software products; experience supporting the relevant product ecosystem is preferred.
• Knowledge of MSI/MSP installers, SMS, GPO, and Apple Remote Desktop is desirable.
• Basic understanding of Active Directory, Single Sign-On (SSO), and cloud technologies.
• Excellent written and verbal English communication skills, with a neutral accent.
• Strong analytical and problem-solving capabilities, with the ability to investigate issues and determine appropriate solutions.
• Ability to multitask, prioritize effectively, and perform in a fast-paced rotational-shift environment.
• Strong customer focus combined with a consultative approach to support and relationship management.
• High cultural awareness and adaptability when working with diverse customers and teams.
• Strong interpersonal and collaboration skills, with the ability to work effectively with technical specialists and cross-functional teams.
• Preferred experience in customer service, technical support, or account management roles.
• Background in consultative sales or relationship management is advantageous.
• Operational knowledge of enterprise tools and cloud-based platforms is a plus.

Benefits

• Fully remote opportunity in India.
• Full-time position within a global technical support environment.
• Rotational shift schedule, including night shifts.
• Inclusive and diverse workplace culture.
• Career growth, learning, and professional development opportunities.
• Competitive compensation and benefits.
• Opportunity to contribute to high-impact digital experiences.
• Exposure to enterprise software, cloud technologies, technical support, and customer experience initiatives.
• Collaborative environment with Product, Engineering, and other cross-functional teams.