L0 Support Executive – User Experience & Incident Desk

Job Description

We are seeking an empathetic, organized, and proactive L0 Support Executive to serve as the first line of support and the primary liaison between end-users and the technical teams. Key Responsibilities User Interaction & Issue Intake Serve as the single point of contact (SPOC) for all incoming technical issues, feature requests, and support queries via tickets, calls, or emails. Log, categorize, and prioritize incidents using the internal ticketing system with high accuracy and clarity. Issue Triage & Escalation Perform basic initial analysis or checks before routing to L1/L2 technical teams. Escalate issues with sufficient context, logs, and user inputs to facilitate quick resolution. Monitor ticket queues, follow up on unresolved incidents, and ensure SLA compliance. User Communication & Coordination Keep users informed about issue status, expected resolution timelines, and workaround suggestions. Act as the communication bridge between users and backend support or development teams. Process Documentation & Reporting Maintain detailed records of support requests, incident logs, and user feedback. Assist in preparing daily, weekly, and monthly support reports to identify recurring patterns or gaps. Knowledge Sharing & User Guidance Guide users through basic troubleshooting steps and how-to queries (e.g., login issues, application navigation). Assist in onboarding new users with system access and orientation on available tools. Required Qualifications Bachelor’s degree or diploma in any discipline with strong communication and coordination skills. 1–2 years of experience in IT support, customer service, or coordination roles. Preferred Qualifications Familiarity with ERP/POS systems and basic ticketing tools. Comfort using remote access tools like AnyDesk, TeamViewer, or RDP. Exposure to IT service desk operations or ITIL-based environments is a plus. Strong interpersonal skills with an emphasis on clarity, patience, and problem ownership. Tools & Systems You’ll Use Ticketing Platforms (e.g., Freshdesk, Zoho Desk, or internal systems) Communication: Email, Phone, Chat Tools Remote Support: AnyDesk, TeamViewer, RDP Reporting: Excel, Dashboards, Logs Job Type: Full-time Pay: ₹10,000.00 - ₹15,000.00 per month Benefits: Health insurance Provident Fund Schedule: Day shift Work Location: In person