Customer Support Executive - US Process

QuantumID; Pune District; On-site; INR 300,000 - 450,000; Full time

Benefits offered by this job

Competitive Salary Package

Performance-Based Incentives

Career Growth Opportunities

Comprehensive Training & Development

Supportive Work Environment

Job summary

QuantumID in Pune is seeking a Technical Support Executive (US Process) to handle inbound and outbound calls with US customers from our Pune office. The role requires clear communication in English, comfort with night shifts, and a strong focus on customer satisfaction.

The candidate should have 1–3 years of International Voice Process experience, basic computer proficiency, and the ability to document interactions accurately while meeting performance targets.

Qualifications

• 1–3 years of experience in an International Voice Process.
• Excellent verbal and written communication in English.
• Willingness to work night shifts aligned with US hours.
• Graduate degree in any discipline; international voice process experience preferred.

Responsibilities

• Handle inbound and outbound calls with US customers professionally.
• Resolve customer inquiries and service requests promptly.
• Document interactions accurately in the system.
• Follow defined processes, policies and compliance guidelines.
• Achieve individual and team productivity targets.
• Escalate complex issues to relevant teams when required.
• Maintain a positive customer experience and satisfaction.
• Contribute to continuous improvement of support processes.

Skills

Verbal English

US Voice Process

Night Shift

Education

Graduate

Tools

CRM tools

Ticketing systems

Job description

Job Description:

Technical Support Executive (US Process)

Location: Pune (Work From Office - 5 Days a Week)
Experience: 1-3 Years
Employment Type: Full-Time
Shift: Night Shift (US Hours)

About the Role:

We are looking for enthusiastic and customer-focused professionals to join our International Voice Process team. The ideal candidate should have excellent verbal communication skills in English and be confident in interacting with US-based customers. Candidates with prior experience in international voice support and strong customer handling skills will be preferred.

Key Responsibilities

• Handle inbound and outbound calls with US customers in a professional manner.
• Resolve customer inquiries, concerns, and service requests promptly and effectively.
• Deliver exceptional customer service while maintaining quality standards.
• Accurately document customer interactions and transactions in the system.
• Follow defined processes, policies, and compliance guidelines.
• Achieve individual and team productivity targets.
• Escalate complex issues to the relevant teams when required.
• Maintain a positive customer experience and build customer satisfaction.

Required Skills & Qualifications

Mandatory Requirements

• 1-3 years of experience in an International Voice Process.
• Excellent verbal and written communication skills in English.
• Clear and confident communication suitable for interactions with US customers.
• Strong listening, problem-solving, and customer service skills.
• Comfortable working in night shifts aligned with US business hours.
• Basic computer proficiency and good typing skills.
• Ability to work from the Pune office, 5 days a week.

Preferred Skills

• Experience in Customer Support, Technical Support, Sales, or Collections Process.
• Familiarity with CRM tools and ticketing systems.
• Strong interpersonal and relationship management skills.

Educational Qualification

• Graduate in any discipline.
• Relevant international voice process experience is mandatory.

Key Competencies

• Excellent Communication Skills
• Customer-Centric Approach
• Active Listening
• Problem Solving
• Team Collaboration
• Adaptability & Flexibility
• Time Management

What We Offer

• Competitive Salary Package
• Performance-Based Incentives
• Career Growth Opportunities
• Comprehensive Training & Development Programs
• Supportive and Collaborative Work Environment