Position: Customer Support Representative
Location: Cochin , Kerala (WFO)

Shift: General

About Us

Hitech is an Integrated Engineering Consulting and Business Process Solutions organization specializing in BIM, Engineering and BPM services. We are a strong team of 1,200 members, with consistent growth above industry standards and expanding globally with offices in the USA, UK, and delivery centers in India.
Position Summary
We are seeking a dynamic individual to join our team as a Customer Support Representative. In this role, you will be responsible for working with a web-based client's application, where you will identify points from the clients documentation. The primary requirements include the ability to read English, good knowledge of MS Office (especially MS Excel and Word), and strong logical skills to perform work processes effectively.
Primary Responsibilities:

- Key Skills 1 - MS office: intermediate level of proficiency on MS Word and Excel
- Key Skills 2 - Good Keyboarding skills with at least 25 wpm (net) typing speed
- Key Skills 3 - Should be able to read and write in English
- Key Skills 4 - Worked on Quality Checks and Data Managements.
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Technical Skills:

- Review processed historical records against original source documents.
- Verify the accuracy and completeness of names, dates, locations, relationships, and other required data fields.
- Identify and categorize errors, omissions, inconsistencies,



and formatting issues.
- Perform quality checks as per defined sampling percentages and project-specific standards.
- Ensure adherence to client guidelines, SOPs, and data entry/keying instructions.
- Provide explicit and timely feedback to Data Entry/Processing Associates for corrections and rework.
- Identify recurring error patterns and escalate significant quality concerns to the QC Lead/Project Lead.
- Support root-cause analysis of quality issues and contribute to preventive actions.
- Maintain quality trackers, error logs, and daily/weekly quality reports.
- Handle complex, ambiguous, or difficult-to-read historical records and escalate cases requiring clarification.
- Participate in calibration sessions and support updates to project guidelines when required.
- Consistently achieve defined productivity, accuracy, quality, and turnaround-time targets.
- Maintain confidentiality and ensure the secure handling of client and historical data.

Experience & Qualification

- Minimum 1 year of relevant experience in the BPM industry.
- Educational Qualifications: Graduation; preferably studies should be completed.
- Shift: General
- Proficient in reading English and understanding.
- Good knowledge of MS Office, including Excel and Word.
- Strong logical skills for efficient work processes.
- Able to work on Indian Holidays.

📌 Customer Support Representative (Kochi)
🏢 Hitech Digital Solutions
📍 Kochi