Senior Customer Support Associate-within an international BPO setup

About the Role

As a Senior Customer Support Associate, 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 an international 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.

Joining: Immediate joiners preferred.

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 s 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.

Interview Structure:

HR Round

Chat Round

Operations Round