Customer Support Associate
BCforward
Job Description
Job Description
We are looking for enthusiastic and customer-focused professionals to join our team as Tier 2 Customer Support Associates. If you have strong communication skills and a passion for customer service, this opportunity is for you!
\nJob Role: Tier 2 Customer Support Associate (BPO)
\nWork Mode: Work from Office / Hybrid (as per business requirement)
\nShift: US Shift (Night Shift)
\nWork Week: Rotational (Mon–Fri / Tue–Sat / Wed–Sun)
\nKey Responsibilities
\nHandle customer queries through calls, emails, and chats
\nProvide Tier 2 support and resolve customer concerns effectively
\nAssist candidates with recruitment-related queries (fresh applicants & rehires)
\nGuide users on self-service portals and navigation
\nFollow escalation procedures for unresolved issues
\nMeet SLA targets and maintain quality standards
\nConduct verification processes as per company policies
\nMaintain accurate documentation and system updates
\nCollaborate with internal teams for smooth issue resolution
\nEligibility Criteria
\nFreshers & Experienced candidates can apply
\nPrior International BPO / Customer Support experience preferred
\nExcellent English communication skills (Verbal & Written)
\nComfortable working in US Shifts / Rotational Week-offs
\nBasic knowledge of MS Office, ticketing tools (ServiceNow preferred), ERP systems
\nSkills Required
\nStrong communication & customer handling skills
\nProblem-solving mindset
\nAbility to work in a fast-paced environment
\nPositive attitude & teamwork skills
\nDetail-oriented and flexible with business requirements