Detailed JD

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 effective 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

Ability to work under pressure

Team worker

Positive Attitude

Quick Learner

Punctual and Disciplined

Good Communication skills

Client Focused

Results driven

High standards of Integrity

Attention to detail

📌 International Voice Process (Vasanthanagar)
🏢 Artech
📍 Vasanthanagar