Customer Support

Customer Support L1 (Night Shift) Position Overview: 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 clients, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional client experience. This role requires excellent communication skills, a strong problem-solving mindset, and a client first mindset. Shift Timing: This is a night shift position: 7:00 PM – 4:00 AM IST. Candidates must be open to working in this schedule. Responsibilities:

• Act as the first line of support for client queries and concerns over calls & email.
• Provide prompt and professional 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 technical teams while ensuring clear communication and proper documentation.
• Follow up with clients to ensure issues are fully resolved and satisfaction is achieved.
• 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.
• Work closely with cross-functional teams (e.g., development, QA, operations) to identify and resolve recurring issues.
• Communicate client feedback and feature requests to appropriate stakeholders.
• Continuously identify opportunities to improve support processes and the client experience.
• Stay updated on new product features, updates, and changes.

Skills & Qualifications:

• Excellent communication skills in English (written and spoken).
• Strong problem-solving and active listening skills with customer empathy.
• Basic understanding of software/product functionality.
• Hands-on experience with modern CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Jira).
• Ability to prioritize tasks effectively in a fast-paced environment.
• Patience and professionalism when managing challenging situations.
• Team player with a willingness to collaborate with cross-functional teams.

Experience & Education:

• 1–2 years of experience in customer support or similar role in a software firm.
• Bachelor’s degree in any discipline; background in Computer Science, IT, or related fields preferred.

This role offers an excellent opportunity to grow within a dynamic and client-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!

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Provident Fund
• Work from home

Work Location: In person