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 related to CAM, CAM+, and BEMS systems. 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.
Skills Required
- Bachelor's degree in any discipline, preferred fields include Business, Information Technology, Engineering, Statistics, Analytics
- 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
What We Do
We believe customers and employees should be looked after, and every interaction is an opportunity for a conversation and to learn more about them. The value of human touch is irreplaceable, so MöBIUS, our Conversational Gen AI chatbot, can fully automate or play a supporting role across end-to-end customer journeys. Whether you prefer the tradition of human-centric services, the efficiency of fully autonomous solutions, or a seamlessly blended approach, we’ve got you covered. When the human touch is needed, MöBIUS enhances our agents’ performance and amplifies their empathy. With productivity gains and automation, we save time for the human conversations that matter. Over the past decade, we’ve supported businesses by successfully applying our people and expertise to their diverse range of industries and use cases. Delivering simplified operations and improved customer experiences that allow our customers to focus their time on the things that matter to them. Our expertise stems from an in-depth understanding of customer needs, technology, markets, and constantly adapt to help our customers navigate difficult challenges. To learn more visit us at www.quantanite.com.
