Customer Support

As a Customer Support L1 professional working the night shift from 7:00 PM to 4:00 AM IST, your primary responsibility will be to serve as the initial point of contact for clients, offering technical and non-technical support while ensuring a superior client experience. Your role demands strong communication skills, a problem-solving mindset, and a customer-first approach. You will: - Handle client queries and concerns via calls & email, providing timely and professional assistance. - Collect necessary information to diagnose and troubleshoot basic technical issues effectively. - Escalate complex problems to Level 2 support or technical teams with clear communication and documentation. - Follow up with clients to confirm issue resolution and ensure satisfaction. - Maintain accurate records of client interactions and resolutions in the ticketing system. - Update knowledge bases with new solutions and common issues. - Collaborate with different teams to identify and resolve recurring issues. - Share customer feedback and feature requests with relevant stakeholders. - Continuously seek ways to enhance support processes and customer experience. - Keep abreast of new product features, updates, and modifications. Your qualifications should include: - Proficiency in English communication (written and spoken). - Strong problem-solving skills and active listening abilities combined with customer empathy. - Basic understanding of software/product functionality. - Experience with CRM/ticketing tools like Zendesk, Freshdesk, HubSpot, Jira. - Effective task prioritization in a fast-paced environment. - Patience and professionalism in managing challenging situations. - Team player mindset with a readiness to collaborate across teams. We are looking for candidates with 1-2 years of experience in customer support or a similar role within a software firm. A bachelor's degree in any field is required, with a preference for backgrounds in Computer Science, IT, or related areas. This role provides an exciting opportunity to advance in a dynamic, client-centric setting. If you are enthusiastic about delivering exceptional customer service and excel in problem-solving, we welcome your application. In addition to the challenging role, we offer benefits such as health insurance, life insurance, provident fund, and work from home options. This is a full-time, permanent position based in person.,