Customer Support Associate

Job Title: Customer Support Associate – Voice Process (Work from Home)
Company: Tech Mahindra
Location: Remote (Work from Home)
Job Type: Full-Time | Permanent
Department: Customer Success, Service & Operations

About the Role

Tech Mahindra is seeking enthusiastic and dedicated Customer Support Associates for its Voice Process division. This is a fantastic work-from-home opportunity designed for individuals who are passionate about helping customers, enjoy problem-solving, and possess strong communication skills.

As a Customer Support Associate, you will be the voice of the brand, handling customer interactions via inbound or outbound calls. Your role will involve resolving queries, ensuring customer satisfaction, and maintaining the quality standards expected of one of India’s top IT and business process outsourcing companies.

If you’re looking for a long-term career opportunity with a globally recognized organization, this position could be the perfect match.

Key Responsibilities

• Customer Interaction: Respond to customer inquiries over the phone in a courteous, timely, and professional manner.

• Issue Resolution: Identify the customer’s issue accurately and offer clear, effective solutions to ensure high levels of satisfaction.

• Process Adherence: Follow standard operating procedures and maintain compliance with company and client-specific policies.

• Documentation: Accurately log customer interactions and track resolutions using internal tools and software.

• Collaboration: Coordinate with internal teams when required to ensure swift issue resolution and enhanced customer experience.

• Continuous Learning: Stay up to date with product knowledge, process changes, and system updates to enhance the quality of service delivered.

• Feedback Handling: Handle escalations or customer feedback with maturity, ensuring their concerns are heard and addressed appropriately.

Who Should Apply

This role is ideal for candidates who:

• Are recent graduates or individuals with up to 2 years of experience in customer support, voice process, or similar roles.

• Possess excellent verbal communication skills in English.

• Have the discipline and motivation to work independently from home.

• Can manage time effectively and handle rotational shifts, including weekends and late hours if required.

• Enjoy interacting with people, solving problems, and delivering a positive customer experience.

Required Qualifications

• A minimum of a high school diploma or equivalent is required. Graduation is preferred but not mandatory.

• Strong command over spoken English.

• Prior experience in a customer service or call center environment is a plus but not mandatory.

• Comfortable working in a high-volume, performance-driven environment.

• Ability to multi-task and manage priorities effectively.

System Requirements (Must-Have)

To be eligible for this work-from-home position, candidates must have the following setup:

• Operating System: Windows 10 or above (licensed/original version)

• Processor: Intel i5 or higher

• RAM: Minimum 8 GB

• Internet Connection: Stable broadband connection with sufficient speed to support voice calls

• Headset: Noise-canceling headset with a microphone

Work Schedule and Environment

• Workdays: 5 days a week (2 rotational weekly offs)

• Working Hours: Rotational shifts may be required

• Location: Remote – candidates can work from anywhere in India

Note: Flexibility in work hours is a must, especially during peak business periods or while handling international customers.

Why Join Tech Mahindra?

1. Reputed Brand:
Be a part of Tech Mahindra, one of India’s most respected technology and business outsourcing companies. With over 158,000 employees globally and operations in 90+ countries, Tech Mahindra is known for innovation, inclusion, and impact.

2. Career Development:
The company believes in nurturing talent from within. Whether you’re a fresher or looking to restart your career, this role offers training, mentorship, and pathways to growth.

3. Employee-Centric Culture:
At Tech Mahindra, people are the top priority. The culture promotes collaboration, empathy, and a strong sense of purpose.

4. Remote Flexibility:
Enjoy the convenience of working from home while staying connected to a world-class support ecosystem. Ideal for those who value work-life balance.

5. Performance Recognition:
Performance is appreciated and rewarded with internal recognitions, role advancements, and skill development initiatives.

Growth Path

Starting as a Customer Support Associate opens doors to various career opportunities in Tech Mahindra, such as:

• Senior Customer Support Executive

• Process Trainer or Quality Analyst

• Team Leader or Supervisor

• Transition into non-voice processes or backend roles

• Move into IT service management or operations

The company supports internal movement, upskilling, and leadership training, making it a great place to build a long-term career.

Interview Process

While exact steps may vary slightly, the general process includes:

1. Online Application Submission

2. Initial Screening Call

3. Voice Assessment Round (To assess your communication and fluency)

4. HR Interview

5. Final Operations/Process Round (if required)

Candidates are expected to clear a voice clarity and systems test during the process to ensure they are ready for a remote support role.

Frequently Asked Questions (FAQs)

Q1. Do I need prior experience to apply?
No, freshers are welcome. However, prior experience in BPO or customer service may be an added advantage.

Q2. Is this a permanent job?
Yes, this is a full-time permanent position.

Q3. What kind of support is provided for work from home?
New joiners will receive onboarding support, process training, and remote access setup guidelines.

Q4. Are there night shifts?
Yes, rotational shifts including night hours may be assigned depending on business needs.

Q5. Do I need my own laptop/PC?
Yes, you must have a system with the mentioned specifications and a reliable internet connection.

Q6. What happens if there’s a technical issue during work hours?
A dedicated IT helpdesk is available for remote assistance in resolving hardware or software issues.

Q7. Can I apply if I live in a rural area?
Yes, as long as you have stable internet and meet system requirements, location is not a barrier.

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