Customer Support Associate

Job Title: Tier 2 Customer Support Associate (BPO)

Job Description:

We are hiring for a Tier 2 Customer Support Associate role to provide high-quality customer support through calls, emails, and chat. The candidate will be responsible for resolving customer issues, handling recruitment-related queries, guiding users on self-service portals, and ensuring SLA and quality compliance.

Key Responsibilities:

• Handle inbound/outbound calls, emails, and chat support
• Resolve customer queries and provide Tier 2 support
• Assist candidates with recruitment-related concerns (freshers & rehires)
• Guide users on portals and system navigation
• Follow escalation procedures for unresolved cases
• Maintain accurate documentation and system updates
• Ensure SLA adherence, quality standards, and GDPR compliance

Required Skills:

• Strong communication (verbal & written)
• Good problem-solving and customer handling skills
• Basic technical aptitude and MS Office knowledge
• Experience with ticketing tools like ServiceNow is preferred
• Ability to work in a fast-paced environment

Eligibility:

• Freshers and experienced candidates can apply
• International BPO experience preferred

Shift & Work Mode:

• US Shift
• Rotational work week (MonFri / TueSat / WedSun)
• Work mode as per business requirement (WFO/Hybrid)

Mandatory Requirements:

• Flexible to work in US shifts
• Comfortable with rotational week-offs
• Good attendance and punctuality