01Overview
We are looking for a Tier 2 Customer Support Associate to deliver high-quality support through calls, emails, and chats. The role focuses on ensuring 100% issue resolution and customer satisfaction, while adhering to defined processes and achieving SLA targets.
Shift & Work Mode
Shift: US Time Zones
Work Week: Rotational (MonFri / TueSat / WedSun)
Work Mode: As per business requirement (typically WFO/Hybrid)
Key Responsibilities
Handle inbound calls, emails, and chats and log interactions accurately in the system
Provide Tier 2 support and resolve customer issues effectively
Support candidates with recruitment-related queries (fresh applicants & rehires)
Guide users on self-service portals and navigation
Follow standard escalation procedures for unresolved issues
Ensure adherence to SLA targets and quality standards
Conduct security verifications in line with company policies and GDPR guidelines
Make outbound calls when required
Maintain process documentation (DTPs, Knowledge Base, SharePoint)
Collaborate with team members and supervisors
Minimize customer complaints and escalations through effective service
Skills Required
Strong verbal and written communication skills
Good technical aptitude and ability to learn quickly
Familiarity with ticketing systems (ServiceNow preferred)
Knowledge of ERP systems and MS Office tools
Strong problem-solving and customer handling skills
Ability to work in a fast-paced, high-pressure environment
Experience
Fresher or experienced candidates can apply
Prior international BPO experience preferred
Personal Attributes
Positive attitude and customer-focused approach
Strong team player with collaboration skills
High level of integrity and discipline
Detail-oriented and result-driven
Flexible to work based on business requirements
Additional Requirements
Willingness to work in US shifts
Flexible with rotational work week
Ability to maintain punctuality and attendance standards .
