Customer Support Associate_Voice Process

Job Summary We are looking for customer-focused Customer Support Associates for our Inbound Voice Process with prior knowledge or hands-on experience using Tally or similar accounting/billing software. The role involves handling incoming customer calls, understanding billing, accounting, GST, inventory, and product-related queries, and providing accurate resolutions while ensuring a smooth customer experience. The ideal candidate should have good working knowledge of Tally, strong communication and problem-solving skills, and the ability to understand customers' business requirements and guide them effectively on myBillBook. Key Responsibilities Handle inbound customer calls and provide timely and accurate assistance. Understand customer queries, identify the root cause, and provide appropriate resolutions. Assist customers with billing, invoicing, inventory, GST, accounting, and other product-related queries. Use prior Tally/accounting software knowledge to understand customer workflows and explain relevant myBillBook features effectively. Guide customers on product features, functionality, account-related queries, and issue resolution. Help customers understand workflows related to invoices, purchases, sales, inventory, receivables/payables, and business reports. Take ownership of customer concerns and aim for resolution during the first interaction wherever possible. Accurately document customer interactions, resolutions, and required follow-ups in the CRM/support system. Follow defined support processes, SOPs, and quality standards during customer interactions. Escalate technical or complex issues to the appropriate teams when required. Ensure timely follow-up and closure of pending customer issues. Maintain a professional, empathetic, patient, and solution-oriented approach during every interaction. Work towards achieving key customer support metrics such as customer satisfaction, quality, productivity, adherence, and resolution rate. Requirements 1–3 years of experience in inbound/outbound voice support, customer service, accounting software support, or a similar customer-facing role. Working knowledge or hands-on experience with Tally is mandatory. Candidates should have a basic understanding of billing, invoicing, inventory, GST, and accounting concepts. Prior experience supporting customers using Tally, ERP, GST, billing, or accounting software will be preferred. Excellent verbal communication skills. Strong listening, probing, and problem-solving abilities. Ability to understand customer concerns and explain solutions clearly and simply. Basic proficiency in CRM, ticketing, or customer support tools. Comfortable working in a target- and metric-driven customer support environment. Willingness to work in rotational shifts and on holidays/weekends based on business requirements. Strong customer-first attitude with patience and empathy. Minimum qualification: Graduate. Language Requirements Candidates…