Inbound Process - Troubleshooting (Freshers/Experienced)

BPO Services Company; Navi Mumbai; On-site; INR 210,000 - 320,000; Full time

Job summary

BPO Services Company in Navi Mumbai is hiring for an entry-level inbound customer support role focused on technical troubleshooting for US-based operations. You will handle inquiries, diagnose issues, and provide effective solutions during the US shift (4:30 PM - 1:30 AM). Freshers or candidates with minimal BPO experience are welcome.

Key responsibilities include resolving issues, documenting interactions, and meeting quality metrics while working with a dynamic team in a fast-paced environment.

Qualifications

• Must have Graduation for freshers (2021 or later) or HSC with 6 months BPO experience.
• Ability to work on US shift (4:30 PM – 1:30 AM).
• Strong troubleshooting and problem-solving abilities.
• Excellent communication in English.
• Customer service orientation and patience.
• Basic computer literacy and familiarity with BPO systems.
• Availability to work on rotational week offs.

Responsibilities

• Handle inbound customer calls and inquiries related to technical troubleshooting.
• Diagnose and resolve customer issues efficiently and professionally.
• Follow standard troubleshooting protocols and escalation procedures.
• Document all customer interactions accurately in the system.
• Maintain call quality standards and adherence to SLAs.
• Provide clear technical explanations to non-technical customers.
• Collaborate with team members and supervisors to resolve complex issues.
• Meet performance metrics including AHT and CSAT ratings.

Education

Graduation (for freshers 2021+)

HSC with minimum 6 months BPO experience

Tools

CRM systems

Job description

About the CompanyWe are a reputable BPO services organization committed to delivering exceptional customer support and technical troubleshooting solutions to our global clientele. With a focus on quality service delivery and employee welfare, we provide comprehensive training, competitive benefits, and career growth opportunities for our dynamic team members.

Role Overview

This is a full-time customer support position focused on inbound process troubleshooting for US-based operations. You will handle incoming customer inquiries, diagnose technical issues, and provide effective solutions while working on the US shift (4:30 PM - 1:30 AM). This role offers immediate joining and is perfect for freshers or candidates with minimal BPO experience.

Key Responsibilities

• Handle inbound customer calls and inquiries related to technical troubleshooting
• Diagnose and resolve customer issues efficiently and professionally
• Follow standard troubleshooting protocols and escalation procedures
• Document all customer interactions accurately in the system
• Maintain call quality standards and adherence to service level agreements
• Provide clear technical explanations to non-technical customers
• Collaborate with team members and supervisors to resolve complex issues
• Meet performance metrics including average handle time and customer satisfaction ratings

Must-Have Skills

• Graduation (for freshers passed in 2021 or later) or HSC with minimum 6 months of BPO experience
• Ability to work on US shift (4:30 PM - 1:30 AM)
• Strong troubleshooting and problem-solving abilities
• Excellent communication skills in English
• Customer service orientation and patience
• Basic computer literacy and familiarity with BPO systems
• Availability to work on rotational week offs

Good to Have

• Prior experience in technical customer support or BPO environment
• Familiarity with ticketing systems or CRM software
• Knowledge of common technical issues and solutions
• Certification in customer service or technical support
• Experience handling high-volume inbound calls

What You Will Gain

• Comprehensive technical and soft skills training in customer support and troubleshooting methodologies
• Exposure to international business processes and US customer expectations
• Career progression opportunities within the BPO and customer support industry
• Practical experience in handling real-world technical issues and developing problem-solving expertise
• Professional network and mentorship opportunities within a structured organizational environment

Resume Keywords:

Inbound Process, Troubleshooting, Customer Support, BPO Operations, Technical Support, Call Handling, Issue Resolution, Customer Service, Communication Skills, Problem Solving, Quality Assurance, Escalation Management, US Operations, Customer Satisfaction, Process Compliance