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 should be proficient in English and Hindi, along with the following regional languages: • Malayalam • Tamil Mandatory Skill: Tally Software Knowledge / Experience Work Location Bommanahalli / HSR Layout, Bengaluru