About the role

We are seeking a Customer Service Representative who will also provide first‑level technical support in a fast‑paced call‑center environment. The position covers both day and night shifts and requires handling inbound inquiries, troubleshooting issues, and maintaining accurate records in our CRM system.

Key responsibilities

- Answer incoming calls and chat requests promptly, delivering courteous and effective service.
- Diagnose and resolve basic technical problems, escalating complex cases to the appropriate team.
- Document all interactions and updates accurately in the company CRM.
- Follow established scripts and service level agreements to meet performance targets.
- Identify recurring issues and suggest process improvements to enhance customer experience.
- Maintain up‑to‑date knowledge of products, services, and support tools.




- Participate in shift handovers and share critical information with teammates.

Required qualifications

- High school diploma or equivalent; some college coursework preferred.
- Robust verbal and written communication skills.
- Basic proficiency with CRM platforms and ticketing systems.
- Ability to troubleshoot common hardware, software, and connectivity problems.
- Excellent interpersonal skills and a customer‑focused attitude.
- Availability to work rotating day and night shifts, including weekends.

Nice to have

- Previous experience (0–1 year) in a call‑center or help‑desk role.
- Familiarity with Windows, macOS, and mobile operating systems.
- Certification such as CompTIA A+ or ITIL Foundation.
- Experience with multi‑channel support (phone, email, chat).

📌 Remote Call Center Customer Service Representative / Help Desk Support (Day & Night shift) (India)
🏢 Metrocast
📍 India