Customer Support - US Voice Process

Role description

UST Title – Associate II - BPM

Who we are:

At UST, we help the world’s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we work with our client to co-create lasting change. Together, with over 30,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process. Visit us at .

Position Overview:

We are seeking a proactive, customer-obsessed Support Specialist to deliver high-quality assistance to our users. In this role, you will be responsible for handling customer inquiries, resolving issues efficiently, and safeguarding user data while adhering to established operational guidelines.

Key Responsibilities:

• Customer Support & Navigation: Categorize incoming customer issues and provide precise resolution using client-approved scripts, FAQs, content, and templates.
• Inquiry Escalation & Coordination: Process and route inquiries related to customer safety, privacy, accessibility, and application support to designated teams per established procedures.
• Proactive Problem-Solving: Identify issue trends and take initiative to resolve customer concerns promptly and effectively.
• Data Security & Privacy: Strictly protect customer Personally Identifiable Information (PII) and ensure full compliance with privacy protocols.
• Communication: Maintain clear, empathetic, and professional customer-facing communications across all channels.

Key Requirements:

• 3 to 4 years experience in Customer Support.
• 1 year of prior experience in any US voice process / supporting US clients.
• Excellent verbal and written communication skills.
• Proven track record of strong customer obsession and user-centric problem-solving.
• Prior experience following standardized workflows, scripts, and escalation channels.
• Strong commitment to data privacy, confidentiality, and compliance standards.
• Willing to work in pure night shift and support US clients.

What we believe:

We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion and to place people at the centre of everything we do.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honour our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

• To support and promote the values of UST.

• Comply with all Company policies and procedures

Skills

Customer Support, Incident Management, Production Support, Process Documentation

About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.