US Voice process - Salary upto 6.7 LPA - immediate joiners

Trigent Software; Bengaluru; On-site; INR 400,000 - 550,000; Full time

Job summary

Trigent Software is seeking a proactive Tier-2 Customer Support professional to handle inbound and outbound communications across calls, emails, and chats, with a strong focus on 100% issue resolution and customer satisfaction.

The role requires adherence to client-defined processes, effective escalation handling, and maintaining high data quality in line with SLA targets. Flexibility to work in rotating schedules and US time zones is essential.

Qualifications

• Ability to use customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred)
• Good technical aptitude with an ability to learn quickly
• Excellent verbal and written communication skills

Responsibilities

• Receive inbound Calls/Emails/Chats and ensure cases and interactions are logged correctly in the required tool
• Provide recruitment support to candidates (fresh applicants, rehires) 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 aligned with 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

Skills

Ticketing systems

ERP systems

MS Office

Tools

ServiceNow

Job description

Greeting from Trigent !!

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

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