Customer Support ( Technical)

We are looking for a Customer Support Analyst (Technical) to provide front-line assistance to clients by resolving technical queries, troubleshooting issues, and ensuring smooth business processes. The role also involves process analysis, documentation, and continuous improvement to enhance customer satisfaction and operational efficiency.

Key Responsibilities:

• Provide technical support to customers via phone, email, and chat.
• Diagnose, troubleshoot, and resolve application/software/hardware issues.
• Document customer interactions, issues, and resolutions in ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Escalate unresolved issues to appropriate teams while maintaining ownership until closure.
• Analyze recurring issues, identify process gaps, and recommend improvements.
• Support process documentation, knowledge base creation, and standard operating procedures.
• Collaborate with cross-functional teams (IT, Product, Operations) to ensure customer needs are addressed.
• Track SLAs, prepare reports, and contribute to performance metrics.

Qualifications:

• Bachelor’s degree in Computer Science, IT, or related field (or equivalent work experience).
• 1–3 years of experience in technical/customer support or process operations.
• Strong knowledge of troubleshooting
• Familiarity with support tools
• Excellent communication and problem-solving skills.
• Ability to multitask, prioritize, and work under pressure.

Job Type: Full-time

Pay: ₹18,005.64 - ₹45,856.89 per month

Ability to commute/relocate:

• Zirakpur, Punjab: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Language:

• English (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: In person