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 professional, 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).
- Solid 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.

📌 Customer Support Executive (Navi Mumbai)
🏢 Equinox Labs
📍 Navi Mumbai