1. Job Title: L1 Voice Support Analyst Payments

Roles & Responsibilities:

- Handle inbound customer calls and emails related to banking and payment-related queries.

- Provide first-level (L1) technical and operational support for payment issues.

- Understand customer concerns, perform initial troubleshooting, and resolve routine issues by following Standard Operating Procedures (SOPs).

- Create, update, and maintain support tickets in the case management system.

- Monitor open tickets and provide timely status updates and follow-ups.

- Identify issues requiring further investigation and escalate them to L2/L3 support teams with complete documentation.

- Maintain accurate records of customer interactions, troubleshooting steps, resolutions, and escalations.

- Ensure professional communication and a positive customer experience.

- Meet defined Service Level Agreements (SLAs) and performance metrics, including Average Handling Time (AHT),



First Call Resolution (FCR), and Customer Satisfaction (CSAT).

- Follow banking data confidentiality, security policies, and applicable compliance requirements.

- Coordinate with internal teams to ensure timely resolution of payment-related issues.

- Work rotational shifts aligned with Canadian business hours.

- Required Skills:
- 1–8 years of experience in voice-based customer support/BPO.

- Excellent English communication skills.

- Knowledge of banking, payments, EFT, wire transfers, ACH, or bill payments is preferred.

- Familiarity with ticketing tools such as ServiceNow, Salesforce, or Zendesk is an advantage.

- Robust customer service, active listening, problem-solving, and multitasking skills.

- Graduate in any discipline.

📌 Voice Support Executive (Bengaluru)
🏢 Manning Consulting
📍 Bengaluru