Customer Support Professional

Job Description

We are seeking a highly motivated and customer-focused Customer Support L1 professional to join our team. The ideal candidate will be the first point of contact for customers, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional customer experience. This role requires excellent communication skills, a strong problem-solving mindset, and a passion for helping customers. Shift Timing: This is a night shift role from 9:00 PM to 6:00 AM . Responsibilities: Act as the first line of support for customer queries and concerns via email, chat, or phone. Provide prompt, professional, and friendly assistance to resolve issues effectively. Gather relevant information to diagnose and troubleshoot basic technical issues. Escalate complex or unresolved issues to Level 2 support or relevant teams while ensuring clear communication and proper documentation. Follow up with customers to ensure issues are fully resolved and satisfaction is achieved. Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in the ticketing system (e.g., Jira, Zendesk). Update knowledge bases and FAQ documents with new solutions and common issues. Work closely with cross-functional teams (e.g., development, QA, operations) to identify and resolve recurring issues. Communicate customer feedback and feature requests to appropriate stakeholders. Continuously identify opportunities to improve support processes and the customer experience. Stay updated on new product features, updates, and changes. Skills & Qualifications: Basic understanding of technical concepts related to software, cloud platforms (Azure), and networking. Familiarity with ticketing tools such as Jira. Exceptional verbal and written communication skills to handle diverse customer interactions. Strong listening skills with the ability to empathize and resolve customer issues efficiently. Ability to analyze customer-reported issues and apply troubleshooting skills to find solutions. Skilled at prioritizing tasks and managing time effectively in a fast-paced environment. Strong customer focus and patience when handling challenging situations. Collaborative mindset to work with cross-functional teams. Experience & Education: 0-2 years of experience in a customer support or similar role. Basic understanding of scripting or automation is a plus. Bachelor s degree in Computer Science, IT, or a related field is preferred. This role offers an excellent opportunity to grow within a dynamic and customer-centric environment. If you are passionate about delivering exceptional customer service and have a knack for problem-solving, we would love to hear from you!