Customer Support Specialist

Department:

Job Summary:

Level 2 Customer Support Specialist

Key Responsibilities:

• Handle escalated calls transferred from L1 support and ensure high-quality resolution.

• Resolve complex customer issues related to products, services, billing, or technical problems.

• Provide accurate and complete information by using the right methods/tools.

• Maintain detailed call logs, update CRM systems, and follow up as needed.

• Liaise with internal departments (technical, billing, operations, etc.) to resolve customer issues.

• Mentor and support L1 agents by sharing feedback and best practices.

• Ensure adherence to SLAs, quality standards, and compliance protocols.

• Identify recurring issues and suggest process improvements or training needs.

Required Skills:

• English, Hindi

• Strong analytical and problem-solving ability.

• Advanced product/process knowledge.

• Ability to handle irate or dissatisfied customers with professionalism.

• Proficiency in CRM tools, call center software, ticketing systems, etc.

• Multitasking and time management in a high-volume environment.

Eligibility Criteria:

• Education:

• Experience: 2 to 3 Years in escalation call handling

• Domain Expertise:

Compensation & Benefits:

• Salary:

• Health insurance, PF, ESIC, and statutory benefits

• Paid time off, employee wellness programs

• Career growth into QA, training, or team lead roles

Work Environment:

• Voice-based support (Inbound/Outbound/Escalation queue)

• [Mention if its 24/7, rotational shifts, fixed shifts, etc.]

• Remote/WFO/hybrid options based on role and location