L1 Voice Support Analyst | Payments | Bangalore

Job description

Role & responsibilities

• Handle inbound voice calls and emails regarding payment-related queries
• Act as the first point of contact (L1) , ensuring a professional and helpful experience
• Follow Standard Operating Procedures (SOPs) to diagnose, troubleshoot, and resolve routine payment issues
• Log, track, and manage support tickets/requests accurately in the case management system
• Provide timely status updates and follow-ups on open requests
• Identify issues that require escalation to L2/L3 teams and hand off with complete context
• Maintain accurate documentation of interactions, resolutions, and escalations
• Meet defined SLAs for response time, resolution time, and call quality
• Adhere to compliance, confidentiality, and regulatory requirements applicable to banking/payments data

Preferred candidate profile

• 2-5 years years of experience in international voice and Email based customer support / BPO role (banking, payments, or financial services preferred)

• Strong verbal and written communication skills in English

• Experience in payment systems (e.g., EFT, wire transfers, ACH, bill payments) is mandatory

• Ability to follow structured SOPs and escalation matrices
• Familiarity with ticketing tools (e.g., ServiceNow, Salesforce, Zendesk) preferred

• Strong active listening and problem-solving skills

• Ability to multitask across calls, emails, and ticket updates
• Comfortable working in a metrics-driven environment (AHT, FCR, CSAT)

• Willingness and flexibility to work night/rotational shifts aligned to Canadian business hours

Note :-we are looking for only immediate joiners or candidates having 30 days of max notice period .