RESOLUTION SPECIALIST, CONTACT CENTER

Position Summary...

What you'll do...

About the Team:

At Walmart Global Tech, we are the engine behind one of the world's 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 you're 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 Walmart's standards of ethics, integrity, and compliance in every customer and associate interaction.

What you will bring :

Beyond your technical skills, you'll 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 it's 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.

▸  Adaptability: You demonstrate resilience in the face of change, shifting priorities, and ambiguous situations. You actively update your knowledge and skills to stay current and relevant.

▸  Relationship Building: You build trusting, collaborative relationships across organizational levels and functional boundaries. You treat every colleague and customer with respect and inclusivity.

▸  Living Walmart's Values: You model Walmart's culture and values daily—championing community, social responsibility, sustainability, and an unwavering commitment to doing right by people.

Minimum Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience.
• Professional bilingual proficiency in English and French (spoken and written) — this is a non-negotiable requirement for supporting in this role.
• Demonstrated familiarity with corporate support tools, including ticketing systems (e.g., JIRA, ServiceNow) and data analytics or reporting platforms.
• Working knowledge of customer care service operations, escalation frameworks, and request lifecycle management.
• Strong written and verbal communication skills with the ability to adapt tone and style across customer and stakeholder audiences.
• Analytical ability to review data, generate reports, and leverage technology to support daily operations and decision-making.
• Proven problem-solving skills with a structured, methodical approach to diagnosis and resolution.
• Commitment to Walmart's standards of ethics, inclusion, and integrity — a customer-first attitude is essential.
• Openness and eagerness to learn, adapt, and champion new digital tools, workflows, and processes.

Preferred Qualifications:

• 2–3 years of experience in a customer service, help desk, or contact centre environment.
• Hands-on familiarity with Walmart products, services, and retail industry trends.
• Basic understanding of networking concepts, hardware, and IT infrastructure.
• Experience working across multiple support queues and shifts in a high-volume, fast-paced setting.

About Walmart Global Tech
“Imagine working in an environment where one line of code can make life easier for hundreds of millions of people.” This is the impact you create at Walmart Global Tech. We are a global team of software engineers, data scientists, cybersecurity experts, and service professionals building the future of retail. We innovate at scale, solve complex problems, and empower people through technology.
Whether you’re early in your career or looking for the opportunity that defines it, Walmart Global Tech offers the platform to grow, learn, and make an impact that reaches millions.
 

Flexible, hybrid work

Walmart’s culture sets us apart, and we know being together helps us innovate, learn and grow great careers. This role is based in our [Bangalore/Chennai] office for daily work, with the flexibility for associates to manage their personal lives.

Benefits
In addition to competitive compensation, you may receive performance based incentive awards. Walmart offers best in class benefits including maternity and parental leave, PTO, health benefits, and more.

Belonging
We strive to create a workplace where every associate feels valued and included. Our culture is rooted in respect for the individual and a commitment to opportunity for all. By fostering belonging, we strengthen our business, better serve our customers, and support the communities where we operate.

Equal Opportunity Employer
Walmart, Inc. is an equal opportunity employer—by choice. We believe we are best equipped to help our associates, customers, and communities live better when we understand, respect, and value diverse backgrounds, experiences, and perspectives.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

6 months’ experience in retail, contact center operations, or a related area.
1 years' experience with basic computer processing/data entry software.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

In retail, contact center operations, or a related area

Primary Location...

Tower 1, Part Of 1st, 2nd To 4th Flrs, Intl Tech Park Radial Road (radial It Park Pvt Ltd), , India