L1 Customer Support (Night Shift)

Role Overview: As a Customer Support L1 professional in our team, you will be the initial point of contact for clients, providing technical and non-technical support, troubleshooting issues, and ensuring a superior client experience. Your role will require exceptional communication skills, a strong problem-solving mindset, and a client-first approach. You will work during the night shift from 7:00 PM to 4:00 AM IST. Key Responsibilities: - Act as the first line of support for client queries and concerns over calls & email. - Provide prompt and professional assistance to resolve issues effectively. - Gather relevant information to diagnose and troubleshoot basic technical issues. - Escalate complex or unresolved issues to Level 2 support or relevant technical teams with clear communication and proper documentation. - Follow up with clients to ensure complete issue resolution and satisfaction. - Maintain accurate records of client interactions, troubleshooting steps, and resolutions in the ticketing system. - Update knowledge bases and FAQ documents with new solutions and common issues. - Collaborate with cross-functional teams to identify and resolve recurring issues. - Communicate client feedback and feature requests to appropriate stakeholders. - Identify opportunities to enhance support processes and client experience. - Stay updated on new product features, updates, and changes. Qualifications Required: - Excellent communication skills in English (written and spoken). - Strong problem-solving and active listening skills with customer empathy. - Basic understanding of software/product functionality. - Hands-on experience with modern CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Jira). - Ability to prioritize tasks effectively in a fast-paced environment. - Patience and professionalism in managing challenging situations. - Team player with a willingness to collaborate with cross-functional teams. Additional Details: This role requires 12 years of experience in customer support or a similar role in a software firm. A Bachelor's degree in any discipline is preferred, with a background in Computer Science, IT, or related fields. Join us in this role that offers an excellent opportunity for growth in a dynamic and client-centric environment. If you are passionate about delivering exceptional customer service and have a talent for problem-solving, we look forward to hearing from you!,