Associate/Senior Associate, Customer Support

About Quantanite: Quantanite is a leading Business Process Outsourcing (BPO) and Customer Experience (CX) solutions provider, empowering fast-growing companies and global brands to optimize their operations. By combining automation with human expertise, we deliver seamless customer experiences and exceptional business outcomes. With operations across four continents, we are a diverse, dynamic, and ambitious team looking for individuals who share our values and vision. About the Role: We are hiring motivated individuals to join our team as Customer Support . Handle escalated tickets from the L1 SA team by investigating and resolving complex issues. Conduct root cause analysis to identify recurring technical problems and ensure end-to-end resolution. Maintain accurate Salesforce case documentation and update the knowledge base with confirmed solutions and workarounds. Working Hours & Days: 3:00 PM to 12:00 AM ( Monday to Friday) Work Mode: Work From Office What you'll do: Monitor service-level agreements (SLAs) and ensure timely follow-ups on open cases Identify recurring patterns across tickets and operational data, summarise findings, and escalate to the Team Lead with supporting context Perform CRM-based case management — including RCA documentation, ticket reclassification, and status tracking Prepare daily, weekly, and monthly reports and dashboards on team performance Coordinate with the frontline team to ensure smooth handoffs and case closure Who can apply: Bachelor's degree in any discipline (Business, Information Technology, Engineering, Statistics, Analytics, or a related field preferred) Experience working with operational data, reports, or tickets Strong working knowledge of Microsoft Excel and Google Sheets Good written and spoken English communication skills CRM/ticketing system experience is preferable What You'll Get: Competitive Salary Festival Bonuses Overtime Allowances Monthly Allowances (Transportation, Food) Paid Sick Leaves & Annual Leaves Medical Insurance Friendly Environment, Celebratory and Collaborative Culture Opportunity for Professional Development Regular Team and Organization-wide Event Career Growth & Development: At Quantanite, we believe in continuous learning and career progression. You will have a personal development plan to enhance your skills, with the guidance and support of your manager. As we continue to grow, you will have opportunities to take on greater responsibilities and advance in your career. Ready to Start Your Career with Us? If you're looking for a career with purpose, potential, and professional growth, apply today! We look forward to welcoming you to our team at Quantanite. Interested candidates are requested to apply soon.