International US Voice Process

Trigent Software; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

Trigent Software in Bengaluru, India, is seeking a Tier 2 Customer Support specialist to handle inbound calls, emails, and chats with a focus on 100% issue resolution and customer satisfaction. The role operates in US time zones and may require night shifts in rotating weeks.

The candidate will log interactions, provide self-service portal navigation, and ensure proper escalation where needed while maintaining high data and call quality standards in a collaborative team environment.

Qualifications

• Ability to use customer service technologies to complete transactions using a ticketing system and ERP/Microsoft Office tools.
• Good technical aptitude with the ability to learn quickly.
• Excellent verbal and written communication skills.

Responsibilities

• Receive inbound calls/emails/chats and log cases in required tools.
• Provide navigational support on self-service portal to customers.
• Place outbound calls as required following client guidelines.
• Maintain updated knowledge bases and process documents.
• Ensure adherence to policies and efficient call handling to minimize escalations.

Skills

Customer service

Ticketing system

ERP systems

MS Office

Tools

Service Now

Job description

Immediate joiners preferred

Flexible to work in night shifts

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
  Minimize 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

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

Work mode : Work from Office