Job Opening for QA Tester / L1 Support Analyst (Job Code RT 1516)

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Role Overview

Key Responsibilities

• Act as the first line of support for customer issues via ticketing tools (similar to Zendesk).
• Review, log, and prioritize incoming tickets; resolve wherever possible based on training.
• Ask probing and intelligent questions to understand issues and gather details.
• Escalate complex or technical issues to L2 support, providing complete case notes.
• Adhere to standard operating procedures (SOPs) and meet SLAs.
• Rotate across day and night shifts to ensure 24/7/365 coverage.
• Work any five days in a week (rotational roster), including weekends and national holidays, with compensatory off-days.
• Maintain clear communication with team members and contribute to knowledge base improvements.
  

Requirements

• Any Graduate (mandatory).
• Completing a QA/Software Testing course will be considered a plus.
• Strong problem-solving and analytical skills.
• Excellent communication skills in English (written and verbal).
• Ability to work rotational 12-hour shifts including nights, weekends, and holidays.
• Basic familiarity with IT support and ticketing systems is desirable (training will be provided).
  

Shift & Compensation

• Base Salary: 15,000 per month.
• Shift Allowance: 5,000 per month for extended 12-hour shifts.
• Night Shift Allowance: 300 per night.
• Work Schedule: 5 days per week (rotational), including weekends/national holidays. Compensatory offs provided.
• Work Location: Work-from-home for shifts; office-based when on regular business hours. But should be based in Pune.
  

Growth Opportunities

• Clear career path from L1 L2 L3 Support.
• Ongoing training on client systems and ticket handling.
• International exposure supporting customers across multiple regions.
  

Why Join Us?

• Opportunity to build a career in IT support with structured training.
• Competitive pay plus shift and night allowances.
• Collaborative, global team environment.
• Exposure to enterprise systems used across multiple industries.