Technical Support Analyst

As a highly motivated and customer-oriented L1 Support Analyst at our company, you will play a crucial role in providing technical and application support to both internal and external users. Your exceptional communication skills will be instrumental in responding to support requests via email, voice calls, and our ticketing system, ensuring timely and professional assistance. A proactive attitude and problem-solving ability are key to troubleshooting technical issues effectively or escalating them when necessary. Your responsibilities will include logging, categorizing, and prioritizing tickets using our ticketing system, such as Zendesk, as well as following up on open issues to ensure user satisfaction. Collaborating with internal teams to understand system changes and meeting defined SLAs and performance metrics will be essential to delivering high-quality support. Additionally, documenting issues and resolutions to contribute to our knowledge base will help streamline future support processes. To excel in this role, you should hold a Bachelor's degree in Computer Science, Information Technology, or a related field, although previous experience in a technical support or service desk role for at least 1 year is preferred. Strong verbal and written communication skills in English, familiarity with ticketing tools like Zendesk, and the ability to explain technical concepts in a user-friendly manner are also required. Moreover, having a customer-focused mindset, multitasking abilities, and effective time management skills in a fast-paced environment will be beneficial. Preferred skills include experience in a multi-channel support environment and a basic understanding of Windows/Mac systems, networking, or application support. The position is full-time and permanent, offering benefits such as health insurance, paid sick time, paid time off, and a provident fund. The work schedule is from Monday to Friday, with day shift and US shift options available. The job location is in Gurgaon, Haryana, requiring reliable commuting or relocation before starting work. If you are ready to contribute your technical support expertise and customer service skills to our team, please share details about your current CTC, expected CTC, and official notice period. Your experience in technical support, Zendesk, software troubleshooting, call support, and email support will also be valuable assets in this role. We look forward to welcoming a dedicated and proactive L1 Support Analyst who is committed to delivering exceptional support to our users.,