Senior Associate

Voya India; Bengaluru; On-site; INR 500,000 - 750,000; Full time

Job summary

Voya India is seeking a customer support professional to respond to inquiries via telephone, email or chat and to resolve issues related to installation and product use. The role requires documenting technical issues and sharing best practices within the team.

You will engage with customers, understand problems, and coordinate with cross-functional teams to ensure prompt resolution and high customer satisfaction.

Qualifications

• Responds to customer product inquiries via telephone, email or chat.
• Resolves customer concerns during installation, operation, maintenance or product application.
• Documents customer information and recurring technical issues for quality programs and product development

Responsibilities

• Troubleshoots problems with malfunctioning equipment or software.
• Recommends corrective action to resolve issues.
• Shares best practices to facilitate growth across the team

Skills

Client Interaction

Technical role experience

MS Excel / Report creation

Job description

Voya India (earlier VFISLK) started out as a joint venture between U.S. financial services company Voya Financial and SLK, a software services company and is head quartered at Bangalore. As of Aug 2023, we are a wholly owned subsidiary of Voya Financial. We are a dynamic technology & business process transformation company that provides world-class technology & business process management services, with an emphasis on quality, speed & optimization driven through automation. We support and deliver innovative solutions to Voya’s Retirement, Employee Benefits, and Investment Management businesses.
More information about us is available at: https://www.voyaindia.com

Role Summary:

This position includes: Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development

Regularly demonstrates the ability to share best practices to facilitate growth across the team.
Has a fundamental knowledge of configuration. The associate can complete daily research and resolution in these areas independently.
Demonstrates the ability to complete research and resolution across multiple departments, within team standards, with little management level escalations needed.
Demonstrates extensive knowledge of business Standards.
Demonstrates communication knowledge and possesses appropriate soft skills for ongoing relationship.

Primary Skill:

Secondary Skill:

Client Interaction/facing exp Experience working in a technical role Proficiency in MS Excel or Report creation experience desired