Customer Success Specialist

Profile Details:

Location: Currently remote; will be onsite in Bangalore from April 2026

Work Timings: Rotational Shift

Experience: 1 to 4 Years MUST

We are seeking a dedicated and customer focused L1 Support specialist to join our support team. The ideal candidate will be the first point of contact for users experiencing any L1 issues. You will be responsible for diagnosing and resolving basic problems, providing timely and effective support, and escalating more complex issues to higher-level support as necessary.

Key Responsibilities:

SLA Management:

• Respond to incoming support requests via email, or ticketing system, ensuring all incidents are logged and tracked appropriately.
• Follow the SLA Process and Diagnose and resolve basic issues, providing step-by-step assistance to users.
• Escalate unresolved issues to L2/L3 support teams with detailed documentation and troubleshooting steps already taken.

Customer Service:

• Maintain a high level of customer satisfaction by providing clear communication, regular updates, and timely resolutions.
• Assist in the setup, configuration, and deployment of hardware and software for new and existing employees.
• Regularly monitor system performance and alerts and take preventive measures to avoid potential issues.
• Ensure compliance with company policies, procedures, and security protocols at all times.

Requirements

• Previous experience in a customer service or technical support role is highly desirable.
• Basic understanding of computer hardware, software, Familiarity with common operating systems (Windows, Mac OS, Linux).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills with a keen attention to detail.
• A strong commitment to providing exceptional customer service and a positive user experience.
• Ability to work effectively both independently and as part of a team.
• Willingness to work in shifts, including nights, weekends, and holidays, as required.
• Cloud knowledge is MUST - Any fundamental certification in any cloud (Azure/ AWS)

Job Types: Full-time, Permanent

Pay: Up to ₹600,000.00 per year

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Health insurance
• Internet reimbursement
• Paid sick time
• Provident Fund

Application Question(s):

• How many years of prior experience into customer service/technical support role?
• what is your prior experience of azure /cloud technology?
• How many years of prior experience into L1 support role?
• Are you comfortable working in Rotational shift?
• What is your current CTC (in LPA)?
• What is your expected CTC (in LPA)
• How Soon can you join?
• If you are currently serving/served your notice period, mention your last working day
• Location: Currently remote; will be onsite in Bangalore from April 2026, Are you OK?

Work Location: In person