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)
Position Overview
Key Responsibilities
Handle inbound and outbound calls from US customers in a professional manner with a transparent 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.
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 easy 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
🏢 App2mobile.com
📍 Gurugram