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Netradyne
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Senior Customer Support Analyst

Senior Customer Support Analyst

Netradyne

4 - 7 years

6 - 9 Lacs

bengaluru

Posted:None| Platform:

Apply

Skills Required

computer science customer support troubleshooting microsoft operations remote support technical support crm sql salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Netradyne

harnesses the power of Computer Vision and Edge Computing to revolutionize the modern-day transportation ecosystem. We are a leader in fleet safety solutions. With growth exceeding 4x year over year, our solution is quickly being recognized as a significant disruptive technology. Our team is growing, and we need forward-thinking, uncompromising, competitive team members to continue to facilitate our growth.

At Netradyne, we are redefining fleet and road safety through cutting-edge AI and Edge Computing technologies. Our flagship product, Driver i, empowers organizations to significantly reduce road incidents, enhance driver performance, and improve operational transparency. With offices in Bangalore and San Diego, we are committed to delivering exceptional customer experiences globally.

Role Overview

The

Senior Customer Support Analyst

serves as a key liaison between Netradyne and our customers, ensuring timely and effective resolution of technical issues and service requests. This role demands a high level of customer centricity, technical acumen, and communication excellence. The ideal candidate will have experience supporting US and international customers, with a strong grasp of SaaS technologies and a proactive, solution-oriented mindset.

Key Responsibilities

Customer Case Management

Own and manage customer support cases from initiation to resolution.
Document all interactions with precision and maintain high-quality standards.

Technical Support & Troubleshooting

Conduct deep-dive investigations into complex technical issues.
Provide remote support via phone, email, and chat.
Collaborate with internal technical teams to resolve reported issues.

Cross-Functional Collaboration

Coordinate with cross-functional teams to ensure timely resolution.
Keep customers informed about case progress and resolution timelines.

Process & Service Optimization

Follow established support processes while remaining adaptable.
Identify and contribute to service and process improvements.

Technology & Tools

Stay current with product knowledge and enhance technical skills.
Use Generative AI tools (e.g., ChatGPT, Microsoft Copilot) to improve support efficiency.
Utilize ITSM/CRM tools, preferably Salesforce.

Performance & SLA Adherence

Ensure support operations meet SLA-defined response and resolution timelines.

Qualifications & Experience

Bachelor s degree in Computer Science or a related field.
4 7 years of relevant technical support experience.
Proficiency in SQL and database management.
Strong written and verbal communication skills in English.
Experience supporting US and international customers.
Solid understanding of SaaS technologies and architecture.
Ability to empathize with customers and de-escalate challenging situations.
Strong problem-solving skills and attention to detail.
Team-oriented with a proactive and ownership-driven attitude.
Willingness to work rotational shifts, primarily during US business hours (India night shifts).

Work Environment & Conditions

This is a
work-from-office
role based in
Bangalore
.
24/7 support coverage with rotational shifts.
Weekly offs may not align with weekends.
Night shift employees are eligible for cab facilities.
Leave policies are aligned with US and international support schedules.

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Netradyne

Software Development

San Diego California

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Personal Settings

Senior Customer Support Analyst

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Netradyne

Role Overview

Senior Customer Support Analyst

Key Responsibilities

Customer Case Management

Technical Support & Troubleshooting

Cross-Functional Collaboration

Process & Service Optimization

Technology & Tools

Performance & SLA Adherence

Qualifications & Experience

Work Environment & Conditions

work-from-office

Bangalore

More Jobs at Netradyne