Walk-in || Technical Customer Support Executive
Equinox Agents · Mumbai · onsite · Posted 27d ago
About a minute. You'll make an account on the way through.
About this role
About Equinox Agents
Equinox Agents, a division of Equinox Life Cycle Marketing Pvt. Ltd.,is a dynamic organization committed to delivering exceptional customer experiences and innovative solutions across multiple domains.
Equinox Agents is a leading provider of 24/7 live chat technical support tailored specifically for B2B SaaS companies.
About the Role
As a Senior Customer Support Associate (CSA), you will serve as the first point of contact for our global customers, managing both voice and non-voice interactions. This role requires a balance of technical troubleshooting, effective communication, and customer engagement to ensure a seamless experience across all touchpoints. You will handle escalations, resolve complex queries, and maintain customer satisfaction through professional, empathetic, and solution-oriented support.
Required Candidate Profile
Experience: Minimum 2 years in Technical Support or Customer Service (Voice & Chat) within an BPO setup.
Communication: Exceptional spoken and written English with clarity and professionalism.
Flexibility: Willingness to work in rotational shifts and rotational week offs.
Work Mode: Work From Office (WFO).
Transport: No pick-up/drop facility; candidates must manage their own commute.
Key Responsibilities
* Independently resolve customer issues via voice, email, and chat support.
* Provide outstanding technical support and customer service for international clients.
* Utilize Electronic Medical Records (EMR) systems for voice processing tasks (preferred).
* Troubleshoot and resolve customer issues efficiently using strong analytical and problem-solving skills.
* Manage cases end-to-end while adhering to defined SLAs and process guidelines.
* Maintain high standards of professionalism, courtesy, and accuracy in all customer
communications.
* Ensure timely follow-ups and updates to customers until resolution.
* Collaborate with internal teams and escalate complex cases where necessary.
Skills and Competencies
* Excellent verbal and written communication skills with a neutral accent(suitable for US
customers).
* Strong product knowledge with quick learning ability.
* Analytical mindset with problem-solving and troubleshooting expertise.
* Detail-oriented with the ability to deliver accurate resolutions.
* Customer-first attitude with passion for service excellence.
* Ability to adapt to dynamic business requirements.
Sourced from naukri