Role Overview
SSGServ is hiring a entry-level Technical Support Engineer L1. This is a full-time role in Ghaziabad. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
Role Overview:
The role involves handling technical and billing-related queries from B2C and B2B clients via calls, chats, and tickets. The L1 team performs initial troubleshooting, customer assistance, and escalates unresolved or privileged issues to the L2 team.
Key Responsibilities:
- Handle inbound calls, chats, and tickets from customers and partners
- Perform basic troubleshooting for issues related to camera connectivity, hub sync, audio, app usage, and physical inspection prompts
- Manage customer queries related to billing, orders, service upgrades/downgrades, charge disputes, and refunds
- Document resolutions and maintain records in tools like Hub Spot and Intercom
- Track customer orders using Shopify and coordinate with internal teams as needed
- Use Admin Dashboard to monitor camera performance and activity
- Ensure 100% callback on missed calls within SLA
- Follow knowledge base (KB) documents and past tickets for issue resolution
- Route advanced or privileged issues to L2 (technical or billing as appropriate)
- Provide exceptional customer service and maintain high CSAT scores
Qualifications
- Graduate with 2+ years of experience in a tech/BPO support environment
- Strong English communication skills (verbal and written)
- Familiarity with CRM, ticketing, and cloud-based applications
- Comfortable working US night shift (IST evening)
- Proactive, customer-focused, and eager to learn technical workflows
- Certifications: Relevant certifications, such as CompTIA A+, Cisco CCNA, or equivalent, are a plus. Role Overview:
The role involves handling technical and billing-related queries from B2C and B2B clients via calls, chats, and tickets. The L1 team performs initial troubleshooting, customer assistance, and escalates unresolved or privileged issues to the L2 team.
Key Responsibilities:
- Handle inbound calls, chats, and tickets from customers and partners
- Perform basic troubleshooting for issues related to camera connectivity, hub sync, audio, app usage, and physical inspection prompts
- Manage customer queries related to billing, orders, service upgrades/downgrades, charge disputes, and refunds
- Document resolutions and maintain records in tools like Hub Spot and Intercom
- Track customer orders using Shopify and coordinate with internal teams as needed
- Use Admin Dashboard to monitor camera performance and activity
- Ensure 100% callback on missed calls within SLA
- Follow knowledge base (KB) documents and past tickets for issue resolution
- Route advanced or privileged issues to L2 (technical or billing as appropriate)
- Provide exceptional customer service and maintain high CSAT scores
Qualifications
- Graduate with 2+ years of experience in a tech/BPO support environment
- Strong English communication skills (verbal and written)
- Familiarity with CRM, ticketing, and cloud-based applications
- Comfortable working US night shift (IST evening)
- Proactive, customer-focused, and eager to learn technical workflows
- Certifications: Relevant certifications, such as CompTIA A+, Cisco CCNA, or equivalent, are a plus.
Frequently Asked Questions
How do I apply for the Technical Support Engineer L1 position at SSGServ?
Use the Apply button above to submit your application directly to SSGServ. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the Technical Support Engineer L1 position at SSGServ located?
This position is based in Ghaziabad. SSGServ has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a Technical Support Engineer L1 at SSGServ earn?
SSGServ has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Technical Support Engineer L1 role at SSGServ posted?
This role was posted on April 28, 2026 (46 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
Is the Technical Support Engineer L1 role at SSGServ entry-level?
Yes. This is an entry-level position. Strong candidates typically have 0-2 years of relevant work experience, internships, or significant project work. Read the full description for any specific qualification requirements SSGServ has listed.
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