Customer Support Associate 2

BCforward; Mumbai, Bengaluru, Pune District; On-site; INR 360,000 - 600,000; Full time

Job summary

BCforward is hiring Tier 2 Customer Support Associates for US shift in India. The role supports customers via calls, emails, and chats, handling Tier 2 issues and guiding applicants.

Candidates with freshers or prior international BPO experience are welcome, with strong English skills and MS Office familiarity. The position offers hybrid work and rotation shifts, with emphasis on quality, SLA adherence, and cross-team collaboration.

Qualifications

• Freshers & Experienced candidates can apply.
• Prior International BPO / Customer Support experience preferred.
• Excellent English communication skills (Verbal & Written).
• Comfortable working in US Shifts / Rotational Week-offs.
• Basic knowledge of MS Office, ticketing tools (ServiceNow preferred), ERP systems.

Responsibilities

• Handle customer queries through calls, emails, and chats.
• Provide Tier 2 support and resolve customer concerns effectively.
• Assist candidates with recruitment-related queries (fresh applicants & rehires).
• Guide users on self-service portals and navigation.
• Follow escalation procedures for unresolved issues.
• Meet SLA targets and maintain quality standards.
• Conduct verification processes as per company policies.
• Maintain accurate documentation and system updates.
• Collaborate with internal teams for smooth issue resolution.

Skills

Strong communication

Customer handling

Problem-solving

Fast-paced environment

Teamwork

Detail-oriented

Flexible with business

Tools

MS Office

ServiceNow

ERP systems

Job description

Hiring: Tier 2 Customer Support Associate (BPO) | US Shift | Freshers & Experienced Welcome

We are looking for enthusiastic and customer-focused professionals to join our team as Tier 2 Customer Support Associates. If you have strong communication skills and a passion for customer service, this opportunity is for you!

Job Role: Tier 2 Customer Support Associate (BPO)

• Work Mode: Work from Office / Hybrid (as per business requirement)
• Shift: US Shift (Night Shift)
• Work Week: Rotational (MonFri / Tue-Sat / Wed-Sun)

Key Responsibilities

• Handle customer queries through calls, emails, and chats
• Provide Tier 2 support and resolve customer concerns effectively
• Assist candidates with recruitment-related queries (fresh applicants & rehires)
• Guide users on self-service portals and navigation
• Follow escalation procedures for unresolved issues
• Meet SLA targets and maintain quality standards
• Conduct verification processes as per company policies
• Maintain accurate documentation and system updates
• Collaborate with internal teams for smooth issue resolution

Eligibility Criteria

• Freshers & Experienced candidates can apply
• Prior International BPO / Customer Support experience preferred
• Excellent English communication skills (Verbal & Written)
• Comfortable working in US Shifts / Rotational Week-offs
• Basic knowledge of MS Office, ticketing tools (ServiceNow preferred), ERP systems

Skills Required

• Strong communication & customer handling skills
• Problem-solving mindset
• Ability to work in a fast-paced environment
• Positive attitude & teamwork skills
• Detail-oriented and flexible with business requirements