M
Manning Consulting
Voice Support Executive
Skills
SalesforceServiceNowCustomer SupportCompliance
8 days ago
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Important information
Contract type:
Permanent
Salary:
₹500,000 – ₹1,100,000 / year
Location:
Bengaluru, Karnataka, India
Work mode:
Onsite
Published on:
15 October 2026
What they need
- Job Title: L1 Voice Support Analyst Payments
Roles & Responsibilities:
- Handle inbound customer calls and emails related to banking and payment-related queries.
- Provide first-level (L1) technical and operational support for payment issues.
- Understand customer concerns, perform initial troubleshooting, and resolve routine issues by following Standard Operating Procedures (SOPs).
- Create, update, and maintain support tickets in the case management system.
- Monitor open tickets and provide timely status updates and follow-ups.
- Identify issues requiring further investigation and escalate them to L2/L3 support teams with complete documentation.
- Maintain accurate records of customer interactions, troubleshooting steps, resolutions, and escalations.
- Ensure professional communication and a positive customer experience.
- Meet defined Service Level Agreements (SLAs) and performance metrics, including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Follow banking data confidentiality, security policies, and applicable compliance requirements.
- Coordinate with internal teams to ensure timely resolution of payment-related issues.
- Work rotational shifts aligned with Canadian business hours.
- Required Skills:
- 1–8 years of experience in voice-based customer support/BPO.
- Excellent English communication skills.
- Knowledge of banking, payments, EFT, wire transfers, ACH, or bill payments is preferred.
- Familiarity with ticketing tools such as ServiceNow, Salesforce, or Zendesk is an advantage.
- Strong customer service, active listening, problem-solving, and multitasking skills.
- Graduate in any discipline.
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