Customer Support (Night Shift)

As a Customer Support L1 professional working the night shift, your role involves providing excellent customer support by being the initial point of contact for customers. Your responsibilities include: - Acting as the first support contact for customer inquiries and issues through email, chat, or phone. - Providing timely, professional, and friendly assistance to effectively resolve problems. - Collecting necessary information to diagnose and troubleshoot basic technical issues. - Escalating complex or unresolved issues to Level 2 support or relevant teams. - Following up with customers to confirm issue resolution and satisfaction. - Recording customer interactions, troubleshooting steps, and solutions accurately in the ticketing system. - Updating knowledge bases with new solutions and common issues. - Collaborating with cross-functional teams to address recurring issues. - Sharing customer feedback and feature requests with appropriate stakeholders. - Identifying opportunities for enhancing support processes and customer experience continuously. - Staying informed about new product features, updates, and changes. Qualifications required for this role include: - Basic understanding of technical concepts related to software, cloud platforms (Azure), and networking. - Proficiency with ticketing tools like Jira. - Excellent verbal and written communication skills. - Strong listening skills to empathize and efficiently resolve customer issues. - Ability to analyze customer-reported problems and apply troubleshooting skills for solutions. - Effective task prioritization and time management in a fast-paced setting. - Customer-focused approach and patience in challenging situations. - Collaborative mindset for working with cross-functional teams. This role offers an exciting opportunity for growth in a dynamic and customer-centric environment. If you are enthusiastic about delivering outstanding customer service and possess strong problem-solving skills, we look forward to receiving your application!,