About Us
Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.The Merlin Intake Agent Offers Business Users Unparalleled Ease Of Use, Increasing Adoption Rates And Significantly Reducing Non-compliant Spending. For Procurement Teams, The Merlin Autonomous Negotiation Agent Handles Tail Spend Autonomously, Securing Additional Savings; The Merlin Contract Agent Helps Draft Compliant Contracts And Reduces Risks By Actively Monitoring Them; And The Merlin AP Agent Further Enhances Efficiency By Automating Invoice Processing With Exceptional Speed And Accuracy.We Are An Equal Opportunity EmployerZycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.
ABOUT CERTINAL
Certinal is an enterprise eSignature platform under Zycus, competing with DocuSign and Adobe Sign. We serve Fortune 500 customers across healthcare, automotive, financial services, and procurement sectors including Apollo Hospitals, Bumrungrad International Hospital, and Magna International. Our platform handles complex enterprise integrations with SSO, APIs, EMR/HIS systems, CRMs and ERP platforms. We maintain an 81 NPS score and are known for superior technical capabilities, flexible pricing, and exceptional customer support.
THE ROLE
As an L1 Support Specialist, you'll be the first point of contact and primary communicator for our enterprise customers. Your role is to understand customer issues, gather diagnostic information, and route tickets to the right technical resources. Since our customers use complex SSO and API integrations, most technical issues (70-80%) will require L2 Engineering support. Your value is in excellent customer communication, initial triage, and managing the ticket lifecycle - not deep technical troubleshooting. You'll be the sole L1 coverage during your shift.
What You'll Do
- Respond to customer support tickets via email, phone, and portal within SLA (1-2 hour response)
- Understand and document customer issues clearly: what happened, when, which users affected, business impact
- Perform initial triage: categorize tickets by severity (Sev-1 through Sev-4) and type (access, workflow, integration, etc.)
- Resolve basic issues independently: password resets, user access/permissions, simple how to questions, template guidance
- Gather diagnostic information for L2 escalation: error messages, screenshots, affected user details, reproduction steps
- Escalate technical issues (SSO, API, integration problems) to L2 Engineering with complete customer context
- Act as customer liaison: communicate ticket status, provide updates, explain timelines, manage expectations
- Follow up on escalated tickets to ensure engineering is working on them and SLAs are being met
- Close resolved tickets with proper documentation and send customer satisfaction surveys
- Search and share relevant knowledge base articles with customers
- Document common issues and create simple KB articles for future reference
WHY JOIN CERTINAL
- Work with Fortune 500 enterprise customers across healthcare, automotive, and financial services
- Learn about enterprise technologies (SSO, APIs, integrations) through exposure and on-the job training
- Direct access to leadership and engineering teams - your feedback shapes product and support processes
- Industry-leading customer satisfaction (81 NPS) - customers love working with us
Job Requirement
YOU'LL SUCCEED IF YOU
- Excellent communicator: Can translate customer problems into clear descriptions that engineers can act on
- Customer advocate: Take ownership of customer issues and ensure they feel heard and supported throughout resolution
- Organized & detail-oriented: Track multiple tickets, follow up proactively, never let things slip through the cracks
- Calm under pressure: Stay professional and composed when customers are frustrated or during urgent Sev-1 incidents
- Quick learner: Pick up product knowledge fast and understand customer workflows even without deep technical background
- Team player: Work well with engineers, respect their time by providing complete information when escalating
MUST HAVE
- 2-4 years in customer support for SaaS/enterprise B2B software
- Excellent written and verbal English communication (customer-facing role)
- Strong customer service skills: empathy, patience, professionalism
- Ability to understand and clearly document technical issues (even if you can't fix them)
- Comfortable using ticketing systems and learning new software tools
- Self-motivated and can work independently during solo shifts
Nice-to-Have
- Basic understanding of enterprise software concepts (SSO, APIs, integrations)
- Experience with eSignature platforms or document management systems
- Familiarity with ticketing systems (Zendesk, Freshdesk, ServiceNow)
- Previous exposure to healthcare, financial services, or enterprise customers
- Experience in customer success, implementation support, or account management
- Technical aptitude: willing to learn about enterprise technologies over time
- Good organizational skills: prioritize tickets, track SLAs, follow up proactively
- Bachelor's degree preferred (or equivalent work experience)
