International Customer Support

About the Company

Trigent Software is an IT services and solutions provider headquartered in Boston, USA, with development centers in India. The company delivers software services to clients across multiple industries and emphasizes innovation, strong engineering practices, and dependable delivery.

Role Overview

This position is for an International Customer Support associate handling customer interactions for a US-shift operation from the office. The role is open to freshers as well as experienced candidates, and strong communication skills are especially important.

Work Arrangement and Schedule

The job is based in Mumbai, with work-from-office operations. Candidates may also be considered for Pune or Bangalore locations. The role follows a 5-day work week and requires working US rotational night shifts. Working hours align with United States time zones, and the schedule may rotate across Mon-Fri, Tue-Sat, or Wed-Sun workweeks.

Compensation and Benefits

The salary range is INR 3.5 LPA to 6.75 LPA, with a take-home figure mentioned as 52k. Cab service for pick-up and drop is provided. This is a paid full-time role.

Notice Period

Only candidates who can join immediately to within 15 days are preferred.

Responsibilities

• Deliver Tier 2 customer support with a strong focus on resolving issues fully and ensuring high customer satisfaction.
• Handle inbound calls, emails, and chats while following both client-specific and internal operating procedures.
• Escalate unresolved matters to the right internal teams using the standard escalation process.
• Work toward client-defined SLA targets and other performance indicators.
• Log every case and customer interaction accurately in the designated system.
• Support candidates such as fresh applicants and rehires by following the defined recruitment-support process.
• Guide customers through self-service portals and provide navigation assistance when needed.
• Complete security verification checks in line with company policy and GDPR-related requirements.
• Make outbound customer calls whenever required by client or company guidelines.
• Maintain high call quality and data accuracy while meeting productivity targets.
• Communicate regularly with peers and supervisors to support teamwork and workflow coordination.
• Follow all organizational and departmental policies and procedures.
• Keep process documents, knowledge bases, and shared repositories updated with the latest information.
• Maintain punctual and regular attendance as per company expectations.
• Reduce complaints and escalations by handling calls professionally and with strong call control.

Required Skills and Knowledge

• Comfort using customer service tools such as ticketing systems, ERP platforms, Microsoft Office, and web browsers.
• Preferred familiarity with ServiceNow or similar ticket-tracking systems.
• Ability to learn new systems and processes quickly.
• Strong spoken and written English communication skills.
• Good technical aptitude and problem-solving mindset.

Eligibility

This role is open to graduates and postgraduates, and graduation is not mandatory. Freshers can apply, and prior international BPO experience is preferred but not required. Candidates must be immediate joiners.

Additional Information

The position involves inbound customer support through voice, email, and chat channels. The role also requires adherence to client and internal procedures, operational accuracy, and consistent service quality. Candidate communication skills are highly valued for this profile.

Contact

For further details, the hiring contact is Indhu. Reach out by email at indhumathi_c@trigent.com or by phone at 9003805464.