International Voice Process

Artech L.L.C.; Mumbai; On-site; INR 350,000 - 650,000; Full time

Job summary

Artech L.L.C. in Mumbai, India is seeking a flexible Tier 2 client support associate to handle inbound calls, emails and chats in a US time-zone shift. Freshers welcome; open to rotating work weeks as needed.

Your role focuses on high-quality issue resolution, adherence to processes, and maintaining data quality across ticketing and CRM tools, with emphasis on client satisfaction and SLA targets.

Qualifications

• Able to use client service technologies to log transactions in ticketing systems (ServiceNow preferred).
• Good technical aptitude and ability to learn quickly.
• Excellent verbal and written communication skills.
• Prior international work experience preferred.
• Freshers acceptable.

Responsibilities

• Receive inbound calls/emails/chats and log cases accurately in required tools.
• Provide recruitment support to candidates per defined processes.
• Assist clients with navigation on the self-service portal.
• Ensure security verifications align with company policies and GDPR guidelines.
• Place outbound calls as required per client/company guidelines.
• Maintain high data and call quality in line with targets.
• Contribute to the team through open communication with peers and supervisors.
• Follow all company/department policies and procedures.
• Keep process repositories like DTPs, Knowledgebase, SharePoint updated with current processes.
• Maintain regular, punctual attendance per company policies.
• Minimize customer complaints and escalations through excellent service and call control.

Skills

Customer support

Communication skills

Technical aptitude

Ticketing system

International experience

Tools

ServiceNow

ERP systems

Microsoft Office

SharePoint

Job description

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