Job Description

Position : Global Support Associate

Location:

Greater Noida West (Work from Office)

Experience:

3-5 Years

Working Days:

Monday to Saturday (1st & 3rd Saturday Off & All Sun Off)

Shift Timing:

9-hour shift between 11:00 AM to 12:00 AM (

Drop facility after 9 PM)

.

About the Role

We are seeking a proactive and customer-focused

Global Support Associate

to deliver world-class technical and customer support to our international clients. In this role, you will handle real-time queries through email, chat, and ticketing systems, ensuring fast response and effective resolution.

Key Responsibilities

Monitor and manage real-time issues reported during exams through

Freshdesk

(ticketing tool). Respond promptly to tickets, email queries, and chat support requests. Escalate unresolved or critical tickets to

Tier 2 Support

when required. Coordinate closely with the Examination Coordinator and Technical Team to ensure timely issue resolution. Validate or generate

exam codes

on the platform as per the process guidelines. Maintain accurate documentation of support interactions and resolutions. Ensure adherence to SLAs and deliver high-quality customer service at all times.

Required Skills & Qualifications

Experience:

2 to 5 years in Customer Support, Global Support, Helpdesk, or Technical Support roles.

Communication:

Excellent written and verbal communication skills in English with a customer-centric attitude.

Tools Knowledge:

Experience with CRM or ticketing tools like

Freshdesk, Zendesk, Jira, or ServiceNow

.

Technical Ability:

Basic understanding of web-based applications, system navigation, and troubleshooting.

Problem Solving:

Ability to analyze issues logically and take ownership till resolution.

Multitasking:

Capable of handling multiple conversations and tasks in a fast-paced environment.

Process Orientation:

Strong attention to detail and adherence to service guidelines and SLAs.

Why Join Us?

Work with a dynamic team supporting global customers. Opportunity to grow in international support operations. Exposure to global tools, processes, and best practices. Supportive and collaborative work culture. Excellent career growth opportunities.

Application Process :

Ready to make an impact?

Send your updated resume to kirtika.sharma@ncreduservices.com
Job Type: Permanent

Work Location: In person