Customer Support Representative (International Voice Process) Versant

Trigent Software; Pune District, Bengaluru; On-site; INR 360,000 - 480,000; Full time

Job summary

Trigent Software invites applications for a Tier 2 Customer Support role in Pune. The candidate will handle inbound calls, emails, and chats with focus on 100% issue resolution and customer satisfaction. Working hours align with US time zones and may rotate across weeks.

Prior experience in international BPO is preferred; freshers may apply. The role emphasizes process adherence, data accuracy, and quality of service, with growth opportunities in a global delivery environment.

Qualifications

• Experience in customer support or BPO environments preferred.
• Excellent verbal and written communication in English.
• Ability to learn quickly and use multiple systems effectively.
• Fresh graduates may apply if they meet the criteria.

Responsibilities

• Handle inbound calls, emails, and chats with a focus on issue resolution.
• Provide recruitment support to candidates and navigate self-service portals.
• Follow GDPR-aligned security verifications and escalation procedures.
• Maintain accurate records in ticketing and knowledge repositories.

Skills

Customer service

Communication skills

Team player

Freshers welcome

High quality service

Typing / data entry

Tools

ServiceNow

ERP systems

Microsoft Office

Job description

Job Description: Please find the detailed job description attached for your reference.
Working Hours:
Shift will be in any of United States of America time zones
Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)
Overall Purpose of Job

• Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.
• Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Strive and achieve SLA target and business outcome indicators defined by the client

Job Responsibilities / Authorities

• Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the required tool
• Provide recruitment support to candidates (fresh applicants, rehire) as per defined processes
• Walk customers/ Provide navigational support on self service portal
• Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
• Place outbound calls to customers when required in line with Client / Company guidelines
• Work productively whilst maintaining exceptional call/data quality standards in line with targets
• Contribute to the team through open and regular communication with peers / supervisors
• Adhere to all company or departmental policies and procedures (personnel and operational)
• Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
• Maintain regular and punctual attendance in line with company policies and procedures
• Minimise customer complaints and escalations by providing exceptional service and call control

Knowledge & Skill Requirement

• Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer
• Good technical aptitude with an ability to learn quickly
• Excellent verbal and written communication skills
• Experience Profile
• Prior international BPO work experience preferred
• Freshers acceptable

Personal Attributes

• Able to work on a flexible basis as determined by the business needs
• Ability to work under pressure
• Team worker
• Positive Attitude
• Quick Learner
• Punctual and Disciplined
• Good Communication skills
• Customer Focussed
• Results driven
• High standards of Integrity
• Attention to detail