International Voice Process

Artech L.L.C.; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Artech L.L.C. is seeking a Tier 2 Client Support professional to deliver high-quality assistance across inbound calls, emails and chats, focusing on complete issue resolution and client satisfaction.

You will follow defined processes, handle escalations, and maintain up-to-date knowledge bases while working within rotating weekly shifts to align with US time zones.

Qualifications

• Experience in client support or help desk environments.
• Good written and verbal communication skills.
• Familiar with ticketing systems and basic IT knowledge.

Responsibilities

• Handle inbound calls, emails and chats with accuracy and documentation.
• Provide recruitment support to candidates per defined processes.
• Assist clients on self-service portals and navigate resources.
• Ensure security verifications per policies and GDPR guidelines.
• Place outbound calls when required per guidelines.
• Maintain high data and call quality to meet targets.
• Collaborate with team and supervisor through regular updates.
• Follow company policies and procedures.
• Keep process repositories updated with current processes.
• Maintain attendance as per policies.
• Reduce customer complaints by effective call control.

Skills

Ticketing system

Client service

Excelente communication

Freshers welcome

Tools

ServiceNow

ERP systems

Microsoft Office

Job description

Detailed JD

Working Hours

Shift will be in any of United States of America time zones

Working days

Open to work in rotating work week if required (Mon-Fri, Tue-Sat, Wed-Sun)

Overall, Purpose of Job

• Provide high quality Tier 2 Client Support to Clients with complete focus on 100% issue resolution and 100% client 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 clients/ 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 clients 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 client service technologies to complete a client 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 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
• Client Focused
• Results driven
• High standards of Integrity
• Attention to detail