Customer Support Specialist

Job Title: Customer Support Analyst

Location: Mumbai (Andheri East)

Department : miWork Support

Employment Type: Full-Time (Work from Office)

Process: US blended inbound (voice, email and chat)

Working Days & Shift Timings:

• 5 Days Working (Rotational)

• Service Coverage: 16 x 7

Shift Timings Rotational (IST):

• Shift 1: 4:30 PM – 12:30 AM

• Shift 2: 12:30 AM – 8:30 AM

Weekly Off: 2 Rotational Weekly Offs

Position Summary:

The Customer Support Analyst is responsible for monitoring incoming support requests and ensuring timely resolution of user queries. The role requires strong communication skills, adherence to predefined processes, and effective coordination with internal support teams to ensure seamless service delivery.

Key Responsibilities:

• Monitor support queues for incoming requests via email, Teams, or calls

• Resolve user queries/issues by following predefined processes and SOPs

• Log all requests and issues into the ticketing system and track them until closure

• Escalate technical issues to relevant internal teams when required

• Ensure timely follow-up and updates to users on ticket status

• Maintain accurate documentation of issues and resolutions

• Adhere to SLAs and deliver high-quality customer support

• Collaborate with teams to improve support processes

Qualifications:

• 12th Pass / Graduate (Any discipline)

• Excellent English communication skills (spoken and written) – Mandatory

Preferred Skills:

• 3–4 years of experience in a BPO / Customer Support environment

• Experience in chat and voice process is mandatory

• Strong verbal communication skills; neutral/American accent is a plus

• Good problem-solving and customer-handling skills

• Ability to multitask in a fast-paced environment

• Basic understanding of ticketing/support tools is an advantage

• Quick learner with adaptability to new technologies