Provides Level 2 technical support by troubleshooting hardware and software issues, managing escalated tickets, coordinating with Level 3, vendors, engineering, and field services, and owning cases through resolution. Responsibilities include customer and technician communication, ticket documentation, SLA compliance, incident triage, quality standards, and maintaining knowledge of product and system changes.
Job Title:
L2 Technical SupportJob Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.Role and Key Responsibilities:
- Act as the primary technical escalation point from L1 or field resources.
- Manage complex troubleshooting and coordinate with L3 or vendor teams as needed.
- Provide structured communication and ownership through to case closure.
- Use defined tools, knowledge bases, and system access to support customers and technicians effectively.
- Handle inbound and outbound interactions via phone, email, and case/ticket updates
- Ensure consistent daily ticket progression with clear, updated notes and actions.
- Provide professional and concise communication of resolutions to both customers and field technicians.
- Maintain strong ownership of cases until resolved, escalating only when necessary.
- Stay informed of product updates, system changes, and policy revisions.
- Meet or exceed training, certification, and QA standards (including learning modules, coaching feedback, and simulation exercises).
- Partner with the Incident Coordinators to triage and assign incoming cases appropriately.
- Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering when required.
Key skills & knowledge:
- Strong analytical and troubleshooting capability across hardware and software environments.
- Excellent written and verbal communication skills in English.
- High attention to detail and structured problem-solving approach.
- Demonstrated ability to multitask and manage multiple open tickets simultaneously.
- Customer-focused mindset with accountability for end-to-end resolution.
- SLA Compliance (Response and Resolution)
- QA Scores
- Customer/Technician Satisfaction
- Case Aging and Progression Metrics
Education – Graduate/ Undergraduate
Disclaimer: -
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'
Location:
IND Chennai - Fortune TowersLanguage Requirements:
Time Type:
Similar Jobs
Automotive
Designs and develops resilient, event-driven platform solutions, microservices, and API integrations across enterprise systems. Partners with stakeholders to deliver technology solutions, prototypes, AI-powered agents, RAG architectures, and workflow automation. Builds cloud-native solutions on Google Cloud Platform and champions DevSecOps, CI/CD, automated testing, observability, monitoring, and continuous improvement.
Top Skills:
42CrunchCheckmarxCi/CdClaudeDevsecopsEvent-Driven ArchitectureGoogle Cloud PlatformJavaJunitMicroservicesNode.jsRestRetrieval-Augmented GenerationSeleniumSoapSonarqubeSpring BootTest-Driven Development
Big Data • Fintech • Information Technology • Business Intelligence • Financial Services • Cybersecurity • Big Data Analytics
Leads Global Delivery operations, managing teams, customer solutions, batch processing, modernization, migrations, compliance, and process optimization. Oversees order quality and delivery, troubleshoots processing issues, develops global standards, drives automation and efficiency initiatives, and partners with business units on requirements, implementation, and technology development. Presents solutions to leadership and clients while managing employee growth, performance, and retention.
Top Skills:
PythonSQL
Big Data • Fintech • Information Technology • Business Intelligence • Financial Services • Cybersecurity • Big Data Analytics
Processes and fulfills transactional and batch data requests for internal and external customers. Responsibilities include validating requirements, extracting, cleansing, and validating data, reviewing system outputs, resolving data concerns, meeting service-level agreements, handling queries, and improving process quality and efficiency. The role requires SQL and Python skills to support data processing and migration initiatives, strong attention to detail, and collaboration with customer engagement and sales teams.
Top Skills:
AutosysETLMS OfficePythonSQLUnix
What you need to know about the Chennai Tech Scene
To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
