Customer Support Voice

Job Description: Role Overview As a Back Office Support Analyst, your primary responsibility is to review the documents sent by customers and categorize them based on ongoing issues or cases. If the documents belong to any ongoing case, you are required to index them to the respective case and send them to the attorneys or concerned department as necessary. In cases where the documents do not relate to any ongoing issue, you will need to open a legal case on behalf of the customer using the details available in the documents. It is crucial to check the legal disclaimer (The laws in the particular state, city, or county) while opening a new case. Additionally, your role involves indexing the documents once the case is opened and sending them to the attorney if the case is already assigned. Key Responsibilities - Review documents sent by customers and categorize them based on ongoing issues or cases. - Index documents to the respective case or create a new case and send them to attorneys. - Be active during working hours and efficiently handle tasks within the shift. - Follow communication protocols and escalation procedures strictly. - Adhere to quality standards, guidelines, and processing protocols. - Carry out documentation as directed by the next higher-level lead or manager. - Follow instructions provided by the Manager. - Report daily status on activities to the Manager. - Actively participate in knowledge-sharing sessions and training programs. - Maintain a proactive approach in all tasks. - Conduct knowledge transfer/transition activities. - Demonstrate professionalism and adhere to work ethics. - Ensure punctuality and maintain a steady attendance rate. - Report time and effort accurately. - Meet productivity targets consistently. Required Qualifications Education: - BE, BCA, BSc in Computers, or B.Com with computers Skills: - Strong multitasking skills - Excellent typing skills - Basic understanding of legal concepts (an advantage) - Knowledge of keyboard shortcuts and efficient computer usage - Excellent written communication skills - Willingness to learn, innovate, and proactively take on challenges Why Join Us Impactful Work: - Make a real difference by helping customers solve their technical problems. Innovative Environment: - Work with cutting-edge technology and be part of a forward-thinking company. Supportive Team: - Join a team that values your contributions and supports your growth. Career Progression: This role offers a clear path for career advancement: - Junior Analyst -> Analyst -> Senior Analyst -> Team Lead Work Environment: - 9-hour shifts with rotational changes every month. - Shift timings: - S1: 17:30 pm to 2:30 am - S2: 18:30 pm to 3:30 am Team: - Work as part of a dynamic team in a supportive, growth-oriented environment. Supportive Culture: - Join a team that values collaboration, innovation, and continuous improvement. Continuous Learning: - Stay updated with the latest technology trends and product updates to provide the best support possible.,