Senior Associate

3 days ago

Hyderabad, Telangana, India Indium Software Full time ₹ 2,50,000 - ₹ 7,50,000 per year

We're Hiring: Customer Support Senior Associate (Voice & Email)

Are you passionate about delivering exceptional customer experiences?

Were looking for a Customer Support Senior Associate with 24 years of experience handling customer interactions through voice and email channels.

If you have a knack for solving problems, de-escalating challenging situations, and mentoring others, this role is for you.

What You'll Do

  • Provide prompt, empathetic, and professional support to customers via voice and email.
  • Troubleshoot and resolve customer issues with accuracy and efficiency.
  • Handle escalations and challenging interactions with confidence and composure.
  • Maintain detailed documentation of customer interactions and resolutions.
  • Update and contribute to the internal Knowledge Base (KB).
  • Mentor junior team members and support training initiatives.
  • Collaborate with cross-functional teams to resolve customer issues.
  • Ensure adherence to SLAs and drive improvements in CSAT.

What We're Looking For

  • 2–4 years of experience in customer support (voice and email).
  • Excellent verbal and written communication skills.
  • Strong technical troubleshooting and problem-solving abilities.
  • Proven experience in de-escalation and conflict resolution.
  • Proficiency in Google Workspace and basic Microsoft Excel.
  • Experience mentoring or coaching junior team members.
  • Understanding of SLA and CSAT management.

Why Join Us

You'll be part of a collaborative team that values empathy, quality, and continuous improvement.

We believe that great customer support starts with empowering our people to do their best work every day.

About Indium

Indium Tech is a next-gen digital engineering company driving innovation across Application Engineering, Generative AI, Data & AI, Cloud & Product Engineering, Intelligent Automation, Low-Code Development, Gaming, and Quality Engineering.

With over 25 years in the industry and a vibrant team of 5,000+ professionals across India, Indium is trusted by global enterprises to deliver cutting-edge digital solutions. Our expertise has earned us recognition from Forbes as one of the Top AI Products and Clutch a Top Data Analytics Company, and ISG as Strong Contender in Data Science Services.

We're proud to be Great Place to Work certified and ranked on the Inc. 5000 list of America's fastest-growing companies.

Hiring #Jobs #BPO #CustomerSupport #Internationalvoiceprocess #internationalemailprocess #usvoiceprocess #UKvoiceprocess
VoiceProcess #EmailSupport #HyderabadJobs #GCC
ProcessAnalyst #CustomerExperience #TeamManagement #NowHiring #internationaltechnicalsupport #technical support

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