Semi Technical Customer Support Associate Voice Process

Job Title: Semi Technical Customer Support Associate

Locations: Pune / Noida

Experience: 6 Months – 5 Years

Process: Semi Technical Voice Customer Support

Work Model: 100% Work from Office

Process Type: US Process

Shift: Night Shifts Only

Working Days: 5 Days Working | 2 Rotational Offs

Training: No leaves allowed during training

Job Summary

We are hiring Semi Technical Customer Support Associates for our US Voice Process in Pune and Noida.

The ideal candidate should have excellent English communication skills, strong customer service abilities, and basic technical troubleshooting knowledge. The candidate should be comfortable working in a high-volume customer support environment and willing to work in night shifts.

Key Responsibilities

- Handle inbound and outbound customer interactions through voice support.
- Resolve customer queries, complaints, and basic technical issues effectively.
- Troubleshoot basic to intermediate technical issues using available knowledge bases.
- Provide accurate information and appropriate resolutions to customers.
- Handle approximately 40–50 calls per shift while maintaining service quality.
- Document customer interactions, resolutions, and follow-up actions in CRM/ticketing tools.
- Escalate unresolved issues to the appropriate teams as per process guidelines.
- Coordinate with internal teams for timely issue resolution.
- Maintain professionalism, empathy, and a customer-focused approach.
- Follow company policies, compliance requirements, and operational procedures.
- Maintain required productivity, quality, attendance, and schedule adherence.
- Candidates must be comfortable working on Indian holidays.

Key Performance Metrics

Candidates will be measured on:
- AHT – Average Handle Time
- CSAT / CCR – Customer Satisfaction
- FCR – First Call Resolution
- Quality Score
- Schedule Adherence




- Attendance & Productivity

Salary

- 6–12 Months Experience: Up to 4.5 LPA
- 12–18 Months Experience: Up to 5 LPA
- 18+ Months Experience: Up to 6 LPA

Important: Salary will be offered with a maximum 25% hike on the candidate’s last drawn salary, subject to eligibility and company norms.

Required Skills

- Excellent verbal and written communication skills in English.
- Strong customer service and problem-solving skills.
- Basic technical troubleshooting knowledge.
- Good listening and analytical abilities.
- Basic computer knowledge.
- Experience with CRM/ticketing tools is preferred.
- Ability to handle multiple tasks in a fast-paced environment.
- Comfortable handling high-volume calls.
- Basic typing skills.
- Positive attitude and willingness to learn.
- Willingness to work in night shifts.

Eligibility

- Graduate / Undergraduate candidates can apply.
- Minimum 6 months of relevant experience in Customer Care, Customer Support, Contact Center, Voice Process, or Technical Support.
- Overall experience considered: 6 months to 5 years.
- Candidates should have a proven ability to meet productivity and SLA targets.
- Robust customer-centric approach.

Preferred Candidate Profile

- Candidates with experience in international voice customer support / technical support.
- Experience handling US customers will be an added advantage.
- Comfortable working in a high-pressure, target-driven environment.
- Good communication and interpersonal skills.
- Strong troubleshooting and problem-solving abilities.
- Team player with a skilled and customer-focused approach.

Important Information

Location: Pune / Noida Sector 62

Work Mode: Work from Office – 100%

Shift: Night Shift – US Process

Working: 5 Days Working | 2 Rotational Offs

Training: No leaves during training

Process: Semi Technical Voice Customer Support

Interested candidates can contact on below numbers-

HR ABHISHEK - (phone hidden)

HR BABITA - (phone hidden)

📌 Hiring For Tech Support- Service Desk (NOIDA & PUNE)
🏢 Abhishek Rana
📍 Noida