Job Description

Company Name: VARITE India Private Limited
About The Client:
A multinational technology and e-commerce company based in the United States is widely recognized as one of the world's largest online retailers. In addition to e-commerce, it is a major player in cloud computing through its cloud services division and has expanded into areas such as streaming services, artificial intelligence, and smart devices.
About The Job:

• We are seeking experienced associates to handle incoming customer cases requiring immediate attention.
• This is a hands-on execution role where you will review, triage, and resolve complex or open cases by either responding directly to customers or routing cases to the appropriate teams.
• Please note that this position is not for simple case type handling which requires referencing pre-defined blubs, but for more complex cases.
• Associate will have to independently reach out to the subject matter experts to coordinate the resolution.

Essential Job Functions:

• Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue
• Triage and Route Cases - Assess case complexity and urgency, then route cases to the appropriate resolution teams or escalation paths when needed
• Respond to Customers - Directly respond to customer inquiries with accurate resolutions, following established SOPs and case handling guidelines
• Resolve Complex Cases - Handle escalated or complex cases that require additional research, judgment, or cross-functional coordination. Independently reach out to the SMEs to coordinate the resolution
• Document Case Actions - Maintain accurate case notes, resolution details, and routing decisions for quality tracking and continuous improvement

Qualifications:
Required Qualifications

• 4+ years customer service or case management experience
• Strong written communication skills for customer-facing responses
• Ability to quickly assess case complexity and make routing decisions
• Experience working in high-volume, fast-paced environments
• Attention to detail and commitment to quality outcomes
• Comfortable working independently with minimal supervision
• Need 5+ years into customer support, escalation handling, email support

Preferred Qualifications

• Experience with case management systems or ticketing platforms
• Background in operations or logistics environments
• Familiarity with SOP-driven resolution processes
• Problem-solving skills for non-standard cases

Shift - 1pm-10pm IST
How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral: 0-2 years INR 5,000
2-6 years INR 7,500
6+ years INR 10,000
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

Skills Required