Job
Description
As a Customer Support L1 professional working in the night shift (7:00 PM - 4:00 AM IST), your role will involve being the initial point of contact for clients, offering both technical and non-technical support, troubleshooting issues, and ensuring a high level of client satisfaction. Your communication skills, problem-solving abilities, and focus on the client's needs will be crucial in delivering exceptional service. You will also collaborate with various teams to address and resolve client concerns effectively. Key Responsibilities: - Serve as the primary support contact for client inquiries and issues through calls and emails. - Provide timely and professional assistance to effectively address and resolve client problems. - Collect relevant information to identify and troubleshoot basic technical issues. - Escalate complex or unresolved issues to Level 2 support or technical teams, maintaining clear communication and documentation. - Follow up with clients to confirm issue resolution and satisfaction. - Maintain accurate records of client interactions, troubleshooting steps, and resolutions in the ticketing system. - Update knowledge bases and FAQ documents with new solutions and common issues. - Collaborate with cross-functional teams to address and resolve recurring issues. - Relay client feedback and feature requests to the appropriate stakeholders. - Identify opportunities for enhancing support processes and the client experience. - Stay informed about new product features, updates, and changes. Qualifications: - Excellent English communication skills (written and spoken). - Strong problem-solving skills and active listening abilities with a customer-centric approach. - Basic understanding of software/product functionality. - Proficiency 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 willingness to collaborate across functions. Experience & Education: - 1-2 years of experience in customer support or a similar role within a software firm. - Bachelor's degree in any discipline; background in Computer Science, IT, or related fields is preferred. This position presents an exciting opportunity to advance in a dynamic and client-focused setting. If you are passionate about delivering excellent customer service and possess strong problems-solving skills, we look forward to receiving your application. Benefits include health insurance, life insurance, provident fund, and work-from-home options. As a Customer Support L1 professional working in the night shift (7:00 PM - 4:00 AM IST), your role will involve being the initial point of contact for clients, offering both technical and non-technical support, troubleshooting issues, and ensuring a high level of client satisfaction. Your communication skills, problem-solving abilities, and focus on the client's needs will be crucial in delivering exceptional service. You will also collaborate with various teams to address and resolve client concerns effectively. Key Responsibilities: - Serve as the primary support contact for client inquiries and issues through calls and emails. - Provide timely and professional assistance to effectively address and resolve client problems. - Collect relevant information to identify and troubleshoot basic technical issues. - Escalate complex or unresolved issues to Level 2 support or technical teams, maintaining clear communication and documentation. - Follow up with clients to confirm issue resolution and satisfaction. - Maintain accurate records of client interactions, troubleshooting steps, and resolutions in the ticketing system. - Update knowledge bases and FAQ documents with new solutions and common issues. - Collaborate with cross-functional teams to address and resolve recurring issues. - Relay client feedback and feature requests to the appropriate stakeholders. - Identify opportunities for enhancing support processes and the client experience. - Stay informed about new product features, updates, and changes. Qualifications: - Excellent English communication skills (written and spoken). - Strong problem-solving skills and active listening abilities with a customer-centric approach. - Basic understanding of software/product functionality. - Proficiency 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 willingness to collaborate across functions. Experience & Education: - 1-2 years of experience in customer support or a similar role within a software firm. - Bachelor's degree in any discipline; background in Computer Science, IT, or related fields is preferred. This position presents an exciting opportunity to advance in a dynamic and client-focused setting. If you are passio
