Job title: Voice Support Specialist
Reports to: Talent Support Lead
Team Overview
The Talent Systems Support team delivers responsive, knowledgeable, and high-quality support for customers across the globe. With team members distributed across North America, Latin America, Europe, and Asia-Pacific, we work together to resolve issues, share insights, and ensure a consistent experience across all Talent Systems platforms.
Job Purpose
Voice Support Specialists deliver high-quality, productive support to our global customers. This includes answering product questions, guiding customers through features and workflows, and resolving technical issues. Rather than just answering the immediate question, Specialists aim to understand the root of each inquiry and recommend the best solution or workflow.
Excellent communication and problem-solving are essential to this role — both in writing and on the phone. In addition to handling the full range of day-to-day support requests,
Voice Support Specialists are equipped to take on escalated or complex cases that are better suited to a live conversation.
In addition to resolving individual tickets, Specialists help identify recurring issues and surface product feedback to the broader team — helping us continuously improve our products and the overall customer experience.
This role is based in India and requires confident, fluent spoken English and familiarity with the communication norms and expectations of global, primarily Western, customers.
Duties and Responsibilities
Respond to customer questions via email and chat (and occasionally text) in a timely, thoughtful, and clear manner
Troubleshoot technical issues and see them through to resolution, escalating bugs or complex problems when needed
Guide customers through product features and workflows to help them achieve their goals
Handle escalated or complex cases that benefit from live phone interaction
De-escalate difficult or emotionally charged c
📌 Customer Support Specialist (India)
🏢 Talent Systems
📍 India
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