Role: Customer Success Associate
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success
UG: Any Graduate
PG: Any Postgraduate
Position Summary... What youll do... About the Team: At Walmart Global Tech, we are the engine behind one of the worlds largest and most complex retail ecosystems and our L1 Customer Support team is the first line of that engine. Operating out of Chennai, our team delivers round-the-clock support for Walmart s customer-facing and associate-facing operations, spanning millions of transactions and interactions every single day. Our technology landscape ranges from straightforward retail tooling to mission-critical distributed platforms. With so many interconnected systems and a customer base that never sleeps, issues can arise at any moment and when they do, our team is there to triage, resolve, and communicate with speed and clarity. We are a collaborative, high-energy group that thrives on problem-solving, continuous learning, and delivering an exceptional experience to every customer and associate we serve. If youre someone who enjoys a fast-paced, ever-evolving environment, is fluent in both English and French, and wants to be part of a team shaping the future of retail we want to hear from you. What you will do: As a Resolution Specialist, you will be at the center of our customer support operations handling queries, managing incidents, and ensuring every interaction moves toward a swift and satisfying resolution. Your day-to-day responsibilities will include: Handle day-to-day customer care service operations leveraging ticketing systems, JIRA, Xmatters, and other operational tools. Manage customer requests throughout their full lifecycle from first contact through escalation and final resolution. Provide live, real-time support for customer inquiries, restricted account actions, concession approvals, and other operational needs across multiple shifts and queues. Monitor and manage incoming tickets for specialty processes, escalated issues, and priority support requests ensuring SLA adherence at every step. Perform initial triage and troubleshooting on reported issues to precisely identify the problem statement, root cause, and customer impact. Escalate systemic or recurring issues through appropriate channels (e.g., Xmatters, JIRA) with clear, structured communication to stakeholders. Apply structured problem-solving methodologies to diagnose and resolve contact centre issues, both independently and in collaboration with cross-functional teams. Document routine workflows, resource requirements, dependencies, and issue criticalities in a clear and reusable format. Communicate effectively with customers in English and French, ensuring clarity, empathy, and professionalism in every interaction. Review and analyze operational data using reporting and analytics tools to identify trends, surface insights, and drive improvement. Support process improvement initiatives by recommending enhancements based on customer feedback, trend analysis, and hands-on operational experience. Collaborate with stakeholders and team members to ensure customer satisfaction remains the north star across all activities. Uphold Walmarts standards of ethics, integrity, and compliance in every customer and associate interaction. What you will bring : Beyond your technical skills, youll bring the right mindset and behaviours that make our team exceptional. We look for people who demonstrate the following core competencies: Customer-First Mindset: You genuinely understand and prioritize the needs of both internal and external customers. You proactively look for ways to improve the experience and hold yourself accountable to delivering on commitments. Sound Judgment: You research, integrate, and act on relevant information. You apply fact-based criteria when setting priorities, and you know when to escalate versus when to resolve independently. Drive for Results: You align your work to organizational goals, share best practices across functions, and actively follow through on commitments even under pressure. Planning & Continuous Improvement: You develop and implement structured approaches to achieve goals. You identify potential problems before they escalate and recommend smarter, leaner ways of working. Clear Communication & Influence: You build logical, well-reasoned cases for your perspectives. You proactively share updates, listen actively, and tailor your communication style to your audience whether its a customer, a peer, or a senior stakeholder. Ethics & Integrity: You comply with policies and demonstrate ethical behavior in all situations. You support a culture of compliance and hold yourself and others to the highest standards. Adaptabili