Support Associate  

We are seeking a high-performing Customer Support Agent to join our BPO operations team. In this fast-paced, high-volume environment, you will manage customer interactions via email, delivering timely, accurate, and empathetic support. The ideal candidate is a proven multitasker with strong Zendesk expertise who thrives under pressure and consistently meets or exceeds SLA targets.

What You’ll Do:

• Handle 50–80+ concurrent user interactions daily via email, maintaining quality and accuracy across all active queues.
• Triage, prioritize, and resolve incoming tickets in Zendesk, applying correct macros, tags, and SLA policies with precision.
• Switch rapidly and efficiently between multiple tasks without loss of context or quality.
• Escalate complex or high-priority issues to specialized teams using correct Zendesk workflow procedures.
• Maintain detailed, well-structured ticket notes and documentation within Zendesk to ensure seamless case handoffs.
• Monitor and manage personal ticket queue to ensure zero SLA breaches; proactively surface at-risk tickets to team leads.
• Collaborate in real time via internal tools (Slack, internal chat) while simultaneously handling live customer cases.
• Contribute to knowledge base articles and FAQs to reduce repeat ticket volume.
• Meet or exceed KPIs including CSAT, First Reply Time, Full Resolution Time, and tickets handled per hour.

Required Qualifications:

• 2–3 years of hands-on customer support experience in a BPO environment.
• 2–3 years of direct, daily Zendesk experience — not just familiarity; must have worked within Zendesk as a primary tool for at least 2 years.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with Zendesk features: Views, Macros, Triggers, Automations, Tags, Ticket Forms, and Reporting/Explore.
• Proven track record of meeting SLA targets in a metrics-driven environment.
• Ability to work flexible shifts including evenings, weekends, and holidays as required.
• Comfortable with routine and repetitive tasks, with a strong focus on accuracy and consistency.

Preferred Qualifications:

• Zendesk Agent Certification.
• Familiarity with QA tools such as MaestroQA, Klaus, or Playvox.
• Experience using AI-assisted response suggestions or automation within Zendesk.