Customer Support Specialist
4 weeks ago
Job Description
Department: Customer Support / Escalation
Job Type: Full-time
Location: Mahadevpura, Bangalore
Shift: Day
Process Type: Domestic
Job Summary
We are looking for a skilled and experienced Level 2 Customer Support Specialist to handle escalated and complex voice-based customer queries. As an L2 support executive, you will work closely with frontline agents (L1), resolve advanced issues, and ensure customer satisfaction through effective troubleshooting and resolution.
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
- Excellent communication skills in 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: Graduate in any stream preferred.
- Experience: 2 to 3 Years in escalation call handling
- Domain Expertise: Fintech
Compensation Benefits
- Salary: 3.00 LPA to 4.50 LPA+ Performance Incentives
- 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
This job is provided by Shine.com
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