International Voice process (Customer Support Representative)

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

Job summary

Trigent Software in India is seeking immediate joiners for a top multinational company. The role requires night shifts and willingness to work in US time zones, with work mode from office.

You will handle inbound calls, emails and chats, provide Tier 2 customer support, ensure accurate logging in ServiceNow or similar tools, and follow security protocols. Strong communication and teamwork are essential; flexibility and reliability are valued.

Qualifications

• Inbound calls, emails & chats handled with focus on resolution.
• Strong verbal and written communication across channels.
• Willingness to work night shifts and across US time zones.

Responsibilities

• Receive inbound Calls/Emails/Chats and log cases in required tools.
• Provide recruitment support to candidates per defined processes.
• Walk customers and provide navigational assistance on self-service portal.
• Ensure security verifications follow company policies and GDPR guidelines.
• Place outbound calls as needed per client guidelines.
• Maintain high data and call quality; meet SLA targets.

Skills

Customer service

Communication

Teamwork

Tools

Service Now

ERP systems

Microsoft Office

SharePoint

Job description

Looking for Immediate joiners For Top MNC Company!!!

Willing to work for night shifts

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
• 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