Technical Chat Support Analyst (Remote)

Job Description

Company Overview: 
Outsourced is a leading ISO certified India & Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals. 

�� Role: Technical Support Analyst – Chat Support
�� Industry: AI & Cloud Computing
�� Employment Type: Full-Time, Remote
�� Shift Options (IST): 8:30 AM, 12:30 AM, or 5:30 PM

�� Job Responsibilities:

✅ Deliver Real-Time Support: Assist customers via chat in a fast-paced environment, handling multiple conversations while maintaining quick response times.
✅ Guide & Educate Users: Help with signup, billing, onboarding, and platform navigation, and recommend the best services based on customer needs.
✅ Troubleshoot & Escalate: Resolve common technical issues and escalate complex cases to Level 2 support with clear communication.
✅ Boost Customer Satisfaction: Aim for a 98%+ CSAT score by providing friendly, efficient, and knowledgeable support.
✅ Document & Improve: Log interactions in Zendesk/Discord, contribute to knowledge bases, and simplify technical concepts for users.

��️Qualifications/Requirements:
✔ 1+ year in technical/customer support (SaaS, cloud, or AI experience is a plus!).
✔ Basic knowledge of SSH, Linux, SQL scripting, Docker, and cloud computing (AI inference/serverless tech).
✔ Familiarity with user/access management, CRM tools (Zendesk), and ticketing systems.
✔ Superb communication—able to break down tech jargon for non-technical users.
✔ Problem-solving mindset with the ability to multitask in a high-volume chat environment.
✔ Willingness to work in rotational shifts (options above).

�� Nice-to-Have:

• Experience in a fast-paced startup.
• Passion for AI and cloud technologies!

�� Why Join Us?

• Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.
• Professional Development: You'll have access to a monthly upskill allowance of ₹5000 for continued education and certifications to support your career growth.
• Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.
  • Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.
  • Sick Leave: 12 days per year, available after probation.
• Flexible Work Hours or Remote Work Opportunities – Depending on the role and project.
• Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.