Technical Support Executive - Voice / Blended

About Atria Convergence Technologies Ltd

Atria Convergence Technologies Ltd. (ACT) aims to be India’s leading provider of in-home entertainment, education, and interactive services. Headquartered in Bangalore, ACT operates across many cities in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Rajasthan, Uttar Pradesh, and Gujarat. With a customer base exceeding 3 million households, ACT delivers high-speed broadband, digital TV, and HDTV services using Fiber-To-The-Home technology capable of speeds up to 1 Gbps. ACT is a prominent ISP in the wired broadband sector and the largest non-telecom ISP nationwide.

Role Summary

The position of Executive/Senior Executive in Technical Help Desk Customer Service focuses on optimizing customer satisfaction through efficient and high-quality service. The role requires managing productivity, maintaining call quality, exhibiting expertise, and resolving technical issues effectively within organizational standards.

Key Responsibilities

• Deliver excellent customer satisfaction with every communication.
• Ensure all service tickets are resolved within defined turnaround times.
• Provide prompt and effective technical issue resolutions.
• Adapt to rotational off days and shift schedules.
• Diagnose and solve product or service complaints clearly and efficiently.
• Support field engineers by sharing configurations and providing both internal technical assistance and external collaboration.

Qualifications & Experience

• Diploma in Electrical and Electronics Engineering (EEE), Electronics and Communication Engineering (ECE), Computer Science Engineering (CSE), or any graduate degree.
• 1 to 3 years of experience in customer service or call center environments preferred.
• Strong communication and interpersonal capabilities.
• Maximum age limit of 33 years.

Work Schedule

The job requires working six days per week with one rotational weekly day off and shifts rotating between day schedules.