Job
Description
As a Customer Support L1 professional working the night shift, your role will primarily involve providing customer support by being the first point of contact for customers. You will assist with both technical and non-technical issues, troubleshoot problems, and ensure a positive customer experience. Your excellent communication skills, problem-solving abilities, and dedication to helping customers will be essential for excelling in this position. **Key Responsibilities:** - Act as the initial support contact for customer inquiries and issues via email, chat, or phone. - Provide timely, professional, and friendly assistance to effectively resolve problems. - Gather necessary information to diagnose and troubleshoot basic technical issues. - Escalate complex or unresolved issues to Level 2 support or relevant teams while maintaining clear communication and proper documentation. - Follow up with customers to verify issue resolution and satisfaction. - Accurately record customer interactions, troubleshooting steps, and solutions in the ticketing system (e.g., Jira, Zendesk). - Update knowledge bases and FAQ documents with new solutions and common issues. - Collaborate with cross-functional teams (e.g., development, QA, operations) to address recurring issues. - Share customer feedback and feature requests with appropriate stakeholders. - Continuously identify opportunities for improving support processes and enhancing the customer experience. - Stay informed about new product features, updates, and changes. **Qualifications Required:** - 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 to handle various customer interactions. - 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. (Note: Omitting Additional Company Details section as it is not present in the provided job description) As a Customer Support L1 professional working the night shift, your role will primarily involve providing customer support by being the first point of contact for customers. You will assist with both technical and non-technical issues, troubleshoot problems, and ensure a positive customer experience. Your excellent communication skills, problem-solving abilities, and dedication to helping customers will be essential for excelling in this position. **Key Responsibilities:** - Act as the initial support contact for customer inquiries and issues via email, chat, or phone. - Provide timely, professional, and friendly assistance to effectively resolve problems. - Gather necessary information to diagnose and troubleshoot basic technical issues. - Escalate complex or unresolved issues to Level 2 support or relevant teams while maintaining clear communication and proper documentation. - Follow up with customers to verify issue resolution and satisfaction. - Accurately record customer interactions, troubleshooting steps, and solutions in the ticketing system (e.g., Jira, Zendesk). - Update knowledge bases and FAQ documents with new solutions and common issues. - Collaborate with cross-functional teams (e.g., development, QA, operations) to address recurring issues. - Share customer feedback and feature requests with appropriate stakeholders. - Continuously identify opportunities for improving support processes and enhancing the customer experience. - Stay informed about new product features, updates, and changes. **Qualifications Required:** - 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 to handle various customer interactions. - 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. (Note: Omitting Additional Company Details section as it is not present in the provided job description)
