Voice Support Specialist – Customer Service

About the role

The Voice Support Specialist provides high‑quality, phone‑based assistance to global customers of Talent Systems. You will answer product questions, guide users through workflows, and resolve technical issues while ensuring a positive experience for Western‑focused clients.

Key responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and clear manner.
• Troubleshoot technical problems, escalating bugs or complex issues when necessary.
• Guide customers through product features and workflows to help them achieve their goals.
• Handle escalated or complex cases that benefit from live conversation.
• De‑escalate emotionally charged interactions with empathy and professionalism.
• Capture and share product feedback, recurring pain points, and known issues.
• Maintain internal records with detailed notes, known issues, and troubleshooting steps.
• Manage a high volume of support requests while maintaining quality.
• Stay up‑to‑date on product updates and communicate changes to customers.
• Develop deep knowledge of all Talent Systems tools.

Required profile

• Excellent written and spoken communication skills, able to work with diverse cultures.
• Fluent spoken English with familiarity of Western business communication norms.
• Proven experience in voice or phone‑based customer support.
• High emotional intelligence to read tone, manage difficult conversations, and stay composed.

Required skills

What we offer

• Opportunity to work with a globally distributed team.
• Exposure to a suite of Talent Systems products.
• Professional growth in a fast‑moving, customer‑centric environment.