L1 Support Analyst

The role requires a candidate with a BE / BTech / Bsc / Diploma qualification and 0 to 3 years of experience. The job is based in Bangalore and involves managing back-office telecom operations like service activation, troubleshooting, and customer provisioning. It also involves collaborating with technical teams for escalations and service optimization. Responsibilities include handling day-to-day support tasks, data processing, order fulfillment, and escalations. The candidate is expected to follow SOPs (standard operating procedures) and ensure SLAs are met with precision and consistency. Maintaining customer and internal documentation systems with up-to-date records is crucial. Collaboration with technical teams for escalations and service optimization is also part of the role. The ideal candidate should have prior experience in back-end technical support or BPO support (voice/non-voice). An understanding of telecom processes such as SIM activation, porting, provisioning, billing, etc., is necessary. Good communication and documentation skills are required. Familiarity with CRM and ticketing tools like Seibel, Freshdesk, etc., is considered a plus. The candidate must be flexible to work in shifts, and prior experience in back-office operations for mobile telecom operators or broadband/IPTV is an added advantage.,