International Voice Process Executive

Talent Nexus; Vadodara; Hybrid; INR 300,000 - 520,000; Full time

Job summary

Talent Nexus seeks a US-voice customer support specialist to be the first point of contact for US customers and venue staff using self-service prepaid card kiosks deployed across stadiums and retail locations.

The role covers handling calls, emails and texts, resolving issues, basic troubleshooting, and ticketing while coordinating with on-site and internal teams. A stable internet connection and work-from-home setup are required, with willingness to work US night shifts and weekends.

Qualifications

• 2+ years in International Voice Process or similar support role.
• Excellent spoken English with strong comprehension.
• Comfortable using CRM, ticketing and multiple platforms.

Responsibilities

• Handle calls, SMS/text and email from US customers and venue staff.
• Resolve issues related to customer and transactions.
• Perform basic L1 technical troubleshooting.
• Support prepaid card/kiosk related concerns.
• Create and update support tickets.
• Coordinate with internal and on-site teams.
• Escalate issues needing higher-level support.
• Follow SOPs and escalation processes.

Skills

English communication

Customer support

Problem solving

Multitasking

Tools

CRM software

Ticketing systems

VoIP

Job description

What will you do?

You will be the first point of contact for US customers and venue staff using self-service prepaid card kiosks installed across stadiums, entertainment venues and retail locations.

Your role will involve:

• Handling customer calls, SMS/text and email
• Resolving customer and transaction-related issues
• Performing basic L1 technical troubleshooting
• Supporting prepaid card/kiosk-related concerns
• Creating and updating support tickets
• Coordinating with internal and on-site teams
• Escalating issues that require higher-level technical support
• Following SOPs and escalation processes

We are looking for:

• 2+ years of International Voice Process experience
• US Process experience preferred
• Excellent spoken English & good comprehension
• Strong customer-handling and problem-solving skills
• Good written English for email/SMS/ticketing
• Comfortable working with CRM, ticketing and multiple software platforms
• Willingness to work US night shifts, weekends & US holidays
• Stable internet connection and professional work-from-home setup

Advantage if you have:

• US customer support experience
• Banking / FinTech / Payments / ATM / Prepaid Card experience
• Technical support or troubleshooting experience
• CRM / ticketing / VoIP experience

Important

This is NOT a domestic voice process.

Candidates must be comfortable speaking with US customers in English and working rotational US night shifts.