Senior Techncal Support Consultant, ICX

Accountabilities:: 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.