Job
Description
As a highly motivated and customer-oriented L1 Support Analyst at our company, you will be responsible for providing technical and application support through various channels such as email, voice calls, and a ticketing system. Your proactive attitude, problem-solving skills, and commitment to delivering high-quality support will be key in ensuring user satisfaction. Key Responsibilities: - Respond to support requests promptly and professionally via email, voice call, and ticketing tool. - Log, categorize, prioritize, and manage tickets using our ticketing system, such as Zendesk. - Troubleshoot and resolve technical issues independently or escalate them to the appropriate teams. - Handle customers globally in different shifts - Morning, Afternoon, and Night. - Follow up on open issues to ensure timely resolution and user satisfaction. - Document issues and their resolutions to contribute to the knowledge base. - Maintain clear and effective communication with users throughout the support process. - Collaborate with internal teams to understand system changes and their impact on support. - Meet defined SLAs (Service Level Agreements) and performance metrics effectively. Qualifications Required: - Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. - 1-3 years of experience in a technical support or service desk role. - Strong verbal and written communication skills in English. - Proficiency in using ticketing tools, such as Zendesk. - Ability to simplify technical concepts for users. - Familiarity with troubleshooting desktop, network, and software issues. - Excellent multitasking, prioritization, and time management skills in a fast-paced environment. - Customer-focused mindset with high empathy and patience. Additional Company Details: - Job Types: Full-time, Permanent - Benefits: Health insurance, Paid sick time, Paid time off, Provident Fund - Shifts: Day shift, US shift - Work Days: Monday to Friday - Work Location: Gurgaon, Haryana (Ability to commute/relocate) Preferred Skills: - Experience in a multi-channel support environment. - Basic understanding of Windows/Mac systems, networking, or application support. Application Question(s): - What is your Current CTC - What is your expected CTC - What is your official Notice period Experience: - Technical support: 1 year (Preferred) - Zendesk: 1 year (Preferred) - Software troubleshooting: 1 year (Preferred) - Call support: 1 year (Preferred) - Email support: 1 year (Preferred) As a highly motivated and customer-oriented L1 Support Analyst at our company, you will be responsible for providing technical and application support through various channels such as email, voice calls, and a ticketing system. Your proactive attitude, problem-solving skills, and commitment to delivering high-quality support will be key in ensuring user satisfaction. Key Responsibilities: - Respond to support requests promptly and professionally via email, voice call, and ticketing tool. - Log, categorize, prioritize, and manage tickets using our ticketing system, such as Zendesk. - Troubleshoot and resolve technical issues independently or escalate them to the appropriate teams. - Handle customers globally in different shifts - Morning, Afternoon, and Night. - Follow up on open issues to ensure timely resolution and user satisfaction. - Document issues and their resolutions to contribute to the knowledge base. - Maintain clear and effective communication with users throughout the support process. - Collaborate with internal teams to understand system changes and their impact on support. - Meet defined SLAs (Service Level Agreements) and performance metrics effectively. Qualifications Required: - Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. - 1-3 years of experience in a technical support or service desk role. - Strong verbal and written communication skills in English. - Proficiency in using ticketing tools, such as Zendesk. - Ability to simplify technical concepts for users. - Familiarity with troubleshooting desktop, network, and software issues. - Excellent multitasking, prioritization, and time management skills in a fast-paced environment. - Customer-focused mindset with high empathy and patience. Additional Company Details: - Job Types: Full-time, Permanent - Benefits: Health insurance, Paid sick time, Paid time off, Provident Fund - Shifts: Day shift, US shift - Work Days: Monday to Friday - Work Location: Gurgaon, Haryana (Ability to commute/relocate) Preferred Skills: - Experience in a multi-channel support environment. - Basic understanding of Windows/Mac systems, networking, or application support. Application Question(s): - What is your Current CTC - What is your expected CTC - What is your official Notice period Experience: - Technical support: 1 year (Preferred) - Zendesk: 1 year (Preferred) - Software troubleshooting: 1 year (Preferred) - Call support: 1 y
