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International Voice Process
Artech L.L.C.
Mumbai, IND
Contract
Entry
Onsite
Discovered 1 weeks ago
Tier 2 client supportInbound call, email, and chat supportTicket Tracking SystemServiceNowERP systemsMicrosoft Office Suite
Free
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Tier 2 client supportInbound call, email, and chat supportTicket Tracking System
Role Overview
Provide high-quality Tier 2 client support focused on issue resolution and client satisfaction.
Handle inbound calls, emails, and chats while following client and internal procedures.
Escalate unresolved issues appropriately and achieve service-level and business outcome targets.
Key Skills for This Role
Tier 2 client supportInbound call, email, and chat supportTicket Tracking SystemServiceNowERP systemsMicrosoft Office Suite
Full Job Posting
Working hours and days
- Shifts may be scheduled in any United States time zone.
- The role may require working a rotating week such as Monday–Friday, Tuesday–Saturday, or Wednesday–Sunday.
Purpose of the job
Provide high-quality Tier 2 client support focused on issue resolution and client satisfaction.
Handle inbound calls, emails, and chats while following client and internal procedures.
Escalate unresolved issues appropriately and achieve service-level and business outcome targets.
Job responsibilities
- Receive and accurately log inbound calls, emails, chats, cases, and interactions.
- Provide recruitment support to fresh applicants and rehire candidates.
- Guide clients through self-service portals.
- Perform security verifications according to company policies and GDPR guidelines.
- Place outbound client calls when required.
- Maintain call and data quality while working toward productivity targets.
- Update process repositories, knowledge bases, and SharePoint with current processes.
- Minimize customer complaints and escalations through service and call control.
- Communicate with peers and supervisors and follow company and departmental procedures.
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