About the role
About the Opportunity
A fast-scaling tech-enabled service provider empowering global clients with seamless, 24/7 customer support solutions. We specialize in delivering high-touch, outcome-driven client experiences through remote teams — combining empathy, efficiency, and tech-savviness to resolve issues, drive satisfaction, and retain customers across industries. Join us to grow your support career while working flexibly from anywhere in India.
Role & Responsibilities
- Respond promptly to client inquiries via email, chat, and phone with clarity and professionalism.
- Diagnose and resolve technical or service-related issues using internal knowledge bases and escalation protocols.
- Document every interaction accurately in CRM tools for audit, analytics, and client history tracking.
- Escalate critical issues to relevant departments with clear context and urgency flags.
- Proactively follow up with clients to ensure resolution satisfaction and reduce repeat cases.
- Collaborate with cross-functional teams to improve support workflows and self-service resources.
Skills & Qualifications
- Must-Have
- CRM platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
- Helpdesk ticketing systems
- Windows / Mac OS troubleshooting
- Microsoft Office Suite (Outlook, Excel, Word)
- Basic troubleshooting for SaaS tools
- Clear verbal and written English communication
- Typing speed 40+ WPM
- Experience in BPO or client-facing support roles
- Preferred
- Knowledge of Jira or Confluence
- Experience with remote collaboration tools (Slack, Teams)
- Familiarity with API or web application basics
Benefits & Culture Highlights
- Work from home with flexible shifts (rotational night shifts may apply).
- Structured training, career pathing, and internal mobility opportunities.