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Capria
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Customer Support Specialist

Customer Support Specialist

Capria

1 - 3 years

2 - 6 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

ticketing erp sap consulting customer support customer service windows microsoft oracle technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Service Desk Analyst is the first point of contact for users seeking technical assistance. This role is responsible for troubleshooting, diagnosing, and resolving IT issues, as well as escalating more complex problems to higher-level support teams. The analyst ensures high levels of customer satisfaction through efficient, effective, and professional service delivery.

Key Responsibilities

Provide first-level technical support to end-users via phone, email, chat, or ticketing system.
Troubleshoot hardware, software, network, and application issues.
Log, track, and document incidents and service requests in the ITSM tool.
Escalate unresolved issues to second or third-level support teams as required.
Follow established procedures, SLAs, and escalation paths.
Assist with user account setup, password resets, and access management.
Support remote and onsite employees, ensuring timely resolution of IT problems.
Contribute to the creation and maintenance of knowledge base articles and FAQs.
Monitor system alerts and proactively address recurring incidents.
Deliver excellent customer service and ensure communication throughout the incident lifecycle.

Qualifications

Bachelor s degree in Information Technology, Computer Science, or related field (preferred).
1-3 years of experience in IT Service Desk or Help Desk support.
Knowledge of Windows, macOS, Microsoft 365, and common business applications.
Familiarity with ITSM tools (e.g., ServiceNow, Remedy, Jira, Zendesk).
Understanding of networking fundamentals, VPN, and remote access tools.
ITIL Foundation certification is a plus.

Skills

Strong problem-solving and troubleshooting abilities.
Excellent communication and interpersonal skills.
Ability to multitask and manage priorities in a fast-paced environment.
Customer-focused mindset with attention to detail.
Ability to work independently and collaboratively in a team environment.

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Customer Support Specialist