Customer Support Executive - International Voice US Shift

Trigent Software; Gurugram District, Bengaluru; On-site; INR 240,000 - 360,000; Full time

Job summary

Trigent Software is seeking a Customer Support Executive to handle Tier 2 support via calls, emails and chats from its Gurugram office. The role involves guiding customers through self-service portals, updating cases in the ticketing system, and performing security verifications in line with GDPR guidelines.

US shift timings and rotating off-days are part of the schedule. The ideal candidate has 1–4 years of experience in customer support, strong communication, and comfort with MS Office and ERP

Qualifications

• Handle inbound calls, emails and chats for Tier 2 customer support.
• Provide recruitment support to applicants and rehires.
• Guide customers on self-service portals and resolve queries.
• Log and update cases in ticketing systems accurately.
• Perform security verification per policies and GDPR guidelines.

Responsibilities

• Escalate unresolved issues to appropriate teams and ensure SLA adherence.
• Handle outbound calls when required.
• Maintain process documents, knowledge base and SharePoint updates.

Skills

Verbal and written communication

Customer service

Problem-solving

MS Office

ServiceNow

SharePoint

Teamwork

Adaptability

Tools

ServiceNow

SharePoint

MS Office

Job description

Job Title: Customer Support Executive

Experience: 1 to 4 Years
Work Mode: Work from Office
Shift: US Time Zones | Rotational Week-offs (Mon - Fri / Tue - Sat / Wed - Sun)

Job Description:

• Handle inbound calls, emails, and chats for Tier 2 customer support.
• Provide recruitment support to fresh applicants and rehires.
• Guide customers on self-service portals and resolve queries.
• Log and update cases accurately in ticketing systems.
• Perform security verification as per company policies and GDPR guidelines.
• Escalate unresolved issues to appropriate teams and ensure SLA adherence.
• Handle outbound calls when required.
• Maintain process documents, knowledge base, and SharePoint updates.

Required Skills:

• Excellent verbal and written communication.
• Customer service and problem-solving skills.
• Good technical aptitude and quick learning ability.
• Experience with ServiceNow/Ticketing Systems preferred.
• Knowledge of MS Office and ERP systems.
• Customer-focused, team-oriented, disciplined, and able to work under pressure.

Note: Candidates must be flexible to work in US shifts and rotational work weeks.