IT Product Support Analyst

Job Description

Profile : IT Product Support Analyst Experience : 1-3Years Location : Gurgaon, Haryana . We are seeking a highly motivated and customer-oriented L1 Support Analyst to join our team. The ideal candidate will possess excellent communication skills and will be responsible for providing technical and application support through email, voice calls, and a ticketing system . This role requires a proactive attitude, problem-solving ability, and a strong commitment to delivering high-quality support to internal or external users. Key Responsibilities: Respond to support requests via email, voice call, and ticketing tool in a timely and professional manner. Log, Categorize, prioritize, and manage tickets using the organization's ticketing system (e.g. Zendesk, Freshdesk) Troubleshoot and resolve technical issues or escalate as needed to the appropriate teams. Handle Customers from around the globe in a shift based role ie., Morning, Afternoon and Night. Follow up on open issues and ensure timely resolution and user satisfaction. Document issues and resolutions to contribute to the knowledge base. Maintain clear and eMective communication with users throughout the support process. Collaborate with internal teams to understand system changes and their impact on support. Meet defined SLAs (Service Level Agreements) and performance metrics. Preference skills: Mostly we are looking for Good communication skills, which is important for calls and email support- good written and spoken English and interpretation skills (convent school background helps). And the other main point was experience with the support function preferably product support .Above helps with the joiner not needing to understand basics and struggling eventually. Also working with ticketing systems like zendesk, fresh desk and anytime helps . Job Types: Full-time, Permanent Pay: ₹400,000.00 - ₹540,000.00 per year Benefits: Health insurance Paid sick time Paid time off Provident Fund Work from home Shift: Day shift Work Days: Monday to Friday Application Question(s): What is your Notice Period? What is your Current CTC? Experience: IT Support Analyst: 1 year (Required) IT Product Support Analyst: 1 year (Required) zendesk, fresh desk and anytime helps : 1 year (Required) calls and email support: 1 year (Required) Language: English (Required) Location: Gurgaon, Haryana (Required) Work Location: In person