Level 1 Support Consultant

Tenthpin Management

3 - 7 years

5 - 9 Lacs

bengaluru

Posted:22 hours ago| Platform:

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Skills Required

cro sap helpdesk project management analytical consulting workflow life sciences product support service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

As a Level 1 Support Consultant, you will be the trusted first point of contact between Tenthpin Solutions and our prestigious life sciences clients, providing first-line technical assistance promptly and professionally.

The role will include but not be limited to:

Provide Level 1 support for Tenthpin Solution products, ensuring timely resolution of customer tickets and adherence to established SLAs, as defined in the ITSM service catalogue;
Serve as single point of contact for all customer related service desk inquiries, i.e. incidents, service requests, and change requests.
Troubleshoot incidents by applying known solutions, checking FAQs, and leveraging the knowledge database to resolve issues efficiently.
Synchronize incident status between the Jira Service Management Helpdesk and the internal Azure DevOps development system.
Work in regularly scheduled shifts with strict adherence to defined working hours to guarantee consistent and reliable coverage.
Collaborate closely with internal teams, escalating complex cases when needed, and proactively contributing to process improvements.
Manage Jira Service Management administration, including configuration, user management, reporting, and workflow optimization.
Maintain and continuously improve the Confluence Knowledge Base, ensuring content is accurate, clear, and helpful for both colleagues and customers.
Support with Project Management Office activities through material creation, reporting, and administrative tasks that contribute to company success.
Play a key role in shaping our service operations as we scale with the opportunity to grow into a Lead Agent role and help build and manage the L1 support team.

Your experience:

Proven experience as a first-level IT support agent with solid understanding of ITSM concepts and processes (e.g., SLAs, incident handling, escalation).
Hands-on expertise in Jira Service Management and Confluence (administrator level), ideally with add-ons such as Dashboard Hub or Getint.
Familiarity with project management tools, i.e. PPT, Excel, and workflow tools, i.e. Azure DevOps.
Demonstrated ability to work reliably within structured shift schedules, maintaining punctuality and ensuring dependable support coverage.
High level of organizational skills and high attention to detail for accurate ticket synchronization, reporting and documentation.
Strong collaboration skills to work closely with cross-functional teams, escalate issues appropriately, and ensure thorough follow-up.
Analytical mindset with enthusiasm for digital solutions and willingness to grow, becoming increasingly proficient in product support and issue resolution.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
Experience working in the life sciences industry (pharmaceuticals, biotech, medical devices, CRO) is a plus.
Fluent in English, additional languages are a plus.

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