Customer Support & Operations Executive (US Process)

Location:Gurgaon (Gurugram), Haryana, India

Experience: 3+ years

Education: B.Tech (Bachelor of Technology)

Shift: US Shift (Night Shift)

1. Position Overview

2. Key Responsibilities
- Handle inbound and outbound calls from US customers in a professional manner with a clear and understandable accent.
- Provide first-level support for product/service queries, basic troubleshooting, and account-related issues.
- Log, track, and update customer interactions in the CRM / ticketing system accurately.
- Coordinate with operations, technical, and sales teams to resolve customer issues within defined SLAs.
- Monitor daily operations tasks such as order processing, follow-ups, escalations, and reporting.
- Prepare and maintain daily/weekly MIS reports, dashboards, and documentation related to support and operations.
- Follow standard operating procedures (SOPs) and suggest improvements to enhance process efficiency.
- Handle escalated customer issues, ensuring timely resolution and high customer satisfaction.




- Work closely with the team lead / manager to achieve KPIs such as CSAT, FCR, AHT, and SLA compliance.
- Participate in training sessions, process updates, and regular performance reviews.

3. Required Skills & Qualifications
- Education: B.Tech in any discipline (preferred: Computer Science, IT, Electronics, or related fields).
- Experience: Minimum 3 years of experience in international voice support / customer service / operations (US process preferred).
- Accent & Communication:
- Robust command of spoken and written English.
- Neutral or American accent with excellent pronunciation and clarity.
- Ability to communicate complex information in a simple and polite manner.
- Technical & Operational Skills:
- Comfortable using CRM tools, ticketing systems, and MS Office (Excel, Word, PowerPoint).
- Basic understanding of technical troubleshooting (internet, web apps, basic product workflows).
- Strong analytica

📌 Customer Support (Gurugram)
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