Job Summary

FastCall Technologies is a fast-growing, customer-focused technology solutions provider committed to delivering exceptional communication services. We are seeking a dedicated and empathetic Voice and Email Support Associate to join our dynamic team. In this role, you will be the first point of contact for our clients, ensuring their queries, concerns, and requests are handled efficiently and professionally. The ideal candidate will have strong communication skills, the ability to troubleshoot, and a customer-first attitude. This position offers an excellent opportunity to grow within a supportive environment while contributing to our commitment to delivering world-class customer service.

Key Responsibilities

• Provide high-quality support to customers via voice calls and email, addressing inquiries, resolving issues, and providing product/service information.

• Handle customer complaints, troubleshoot problems, and provide appropriate solutions or escalate issues when necessary.

• Document interactions, issues, and resolutions in the company’s CRM system accurately and timely.

• Follow up with customers to ensure their concerns have been fully resolved and satisfaction is achieved.

• Collaborate with cross-functional teams to relay customer feedback and contribute to continuous improvement initiatives.

• Adhere to company policies, procedures, and data protection guidelines to ensure a secure and compliant service experience.

• Achieve individual and team performance metrics, including response times, resolution rates, and customer satisfaction scores.

• Stay up-to-date with product knowledge, company announcements, and industry trends to provide informed assistance.

Required Skills and Qualifications

• Excellent verbal and written communication skills in English; additional languages are a plus.

• Strong problem-solving and analytical abilities with a customer-oriented mindset.

• Ability to multitask, prioritize, and work in a fast-paced environment.

• Basic computer skills, including proficiency with email platforms, CRM tools, and Microsoft Office Suite.

• High attention to detail with the ability to document and track customer interactions effectively.

• Professionalism and empathy in handling customer interactions, especially during challenging situations.

Experience

• Minimum 1–2 years of experience in a customer support, call center, or helpdesk role is preferred.

• Experience handling both voice and email communications is highly desirable.

• Familiarity with CRM systems and support ticketing tools is an added advantage.

Working Hours

• Full-time position with rotational shifts to cover different time zones.

• Flexibility to work during evenings, weekends, and holidays as per business needs.

• Work-from-home option available with proper equipment and internet connection.

Knowledge, Skills, and Abilities

• Strong interpersonal skills and ability to build rapport with customers quickly.

• Ability to listen actively and provide tailored solutions based on customer needs.

• Good judgment and decision-making skills while managing customer interactions.

• Adaptability to evolving processes, technologies, and customer expectations.

• Self-motivation and discipline to work independently with minimal supervision.

Benefits

• Competitive salary with performance-based incentives.

• Work-from-home flexibility ensuring a healthy work-life balance.

• Training and development programs to enhance your career growth.

• Employee wellness initiatives, including mental health support.

• Recognition programs to celebrate achievements and milestones.

• Inclusive and supportive company culture promoting diversity and innovation.

Why Join FastCall Technologies?

At FastCall Technologies, we believe that exceptional customer experience begins with empowered employees. Joining our team means being part of a forward-thinking organization that values innovation, collaboration, and integrity. You will work alongside passionate professionals and receive continuous learning opportunities, helping you develop both personally and professionally. If you are enthusiastic about delivering outstanding customer support and thrive in a fast-paced, supportive environment, FastCall Technologies is the right place for you.

How to Apply

Interested candidates are invited to submit their resume along with a cover letter highlighting their relevant experience and why they are a great fit for this role. Please send your application to us with the subject line “Voice and Email Support Associate – Application”.

Applications will be reviewed on a rolling basis. Only shortlisted candidates will be contacted for further discussions.