As a Customer Support Associate (CSA), you will serve as the first point of contact for our global customers, managing both voice and non-voice interactions. This role requires a balance of technical troubleshooting, effective communication, and customer engagement to ensure a seamless experience across all touchpoints. You will handle escalations, resolve complex queries, and maintain customer satisfaction through skilled, empathetic, and solution-oriented support.
Required Candidate Profile
Experience: Minimum 2 years in Technical Support or Customer Service (Voice & Chat) within a BPO setup.
Communication: Exceptional spoken and written English with clarity and professionalism.
Flexibility: Willingness to work in rotational shifts and rotational week offs.
Work Mode: Work From Office (WFO).
Transport: No pick-up/drop facility; candidates must manage their own commute.
Key Responsibilities
* Independently resolve customer issues via voice, email, and chat support.
* Provide outstanding technical support and customer service for international clients.
* Utilize Electronic Medical Records (EMR)
systems for voice processing tasks (preferred).
* Troubleshoot and resolve customer issues efficiently using strong analytical and problem-solving skills.
* Manage cases end-to-end while adhering to defined SLAs and process guidelines.
* Maintain high standards of professionalism, courtesy, and accuracy in all customer communications.
* Ensure timely follow-ups and updates to customers until resolution.
* Collaborate with internal teams and escalate complex cases where necessary.
Skills and Competencies
* Excellent verbal and written communication skills with a neutral accent(suitable for US customers).
* Strong product knowledge with quick learning ability.
* Analytical mindset with problem-solving and troubleshooting expertise.
* Detail-oriented with the ability to deliver accurate resolutions.
* Customer-first attitude with passion for service excellence.
* Ability to adapt to dynamic business requirements.
* Strong time management and multitasking capabilities.