Job Role: Customer Support Specialist (Remote)
Role & Responsibilities
- Handle inbound customer inquiries via phone, email and live chat; diagnose issues and deliver timely resolutions while owning the customer experience.
- Create, update and resolve tickets in the helpdesk system; prioritise and route complex issues to appropriate teams for escalation.
- Meet SLA targets by tracking ticket lifecycles, following up proactively, and documenting actions and outcomes.
- Maintain and improve the knowledge base by writing clear KB articles and contributing to process documentation.
- Support quality assurance activities including call reviews, ticket audits and adherence to communication templates and compliance standards.
Skills & Qualifications
Must-Have
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- CRM platforms
- Live chat platforms
- Microsoft Excel
Preferred
- Multilingual support
- VoIP telephony systems
- Knowledge base management
Qualifications
- Proven experience in customer support or call-centre environments with a track record of meeting SLAs.
- Fluent English (written and spoken); additional Indian languages are a strong advantage.
- Comfortable working on-site in India and following shift schedules as required by client operations.
Benefits & Culture Highlights
- Structured onboarding and ongoing training to develop customer-support and domain expertise.
- Collaborative, high-performance culture focused on measurable impact and continuous improvement.
- Competitive compensation with performance-based incentives and clear career progression paths.
Apply through Viraaj HR Solutions to join a hands-on operations team focused on delivering exceptional candidate and client experiences across India.
Skills: chat,freshdesk,ticket,email,ticket operations,customer support,microsoft excel,zendesk
