Job Summary
We are looking for a customer-focused Support Analyst to provide application and technical support for enterprise software solutions. The ideal candidate should have 1–2 years of experience in Technical Support, Application Support, SaaS Support, or Customer Support, with strong troubleshooting skills and the ability to deliver exceptional service across multiple support channels.
This role involves responding to customer support requests, resolving technical issues, providing product guidance, documenting solutions, and collaborating with internal teams to ensure timely issue resolution and a high level of customer satisfaction.
Key Responsibilities
- Respond to inbound customer support requests via Zendesk, phone, email, and chat.
- Triage, prioritize, and resolve software, hardware, and application-related issues.
- Provide baseline training and guidance to customers on application features and functionality.
- Identify product or system issues and escalate complex cases to Development or Engineering teams when required.
- Maintain accurate records of customer interactions, issue resolutions, and troubleshooting activities.
- Contribute to internal knowledge bases by documenting solutions and best practices.
- Deliver prompt, professional, and high-quality customer support while ensuring customer satisfaction.
- Collaborate with internal teams to resolve technical issues efficiently.
Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, Computer Information Systems, or a related field.
- 1–2 years of experience in Technical Support, Application Support, Customer Support, or SaaS Support.
- Strong understanding of application support and general IT troubleshooting.
- Experience using Zendesk or similar help desk platforms.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving skills with attention to detail.
- Customer-focused approach with the ability to work professionally under pressure.
- Ability to work independently as well as collaboratively within a team environment.
Preferred Technical Skills
- Zendesk
- Jira
- Slack
- Microsoft Teams
- SharePoint
- General IT Troubleshooting
- Help Desk & Ticket Management
- SaaS Application Support
What We Offer
- Competitive salary based on experience.
- Opportunity to work with enterprise SaaS applications and modern support technologies.
- Professional growth and continuous learning opportunities.
- Collaborative and supportive work environment.
- Exposure to industry-leading support tools and customer service best practices.
Job Type: Full-time
Work Location: Bengaluru, Karnataka
Experience: 1–2 Years
Pay: ₹800,000.00 - ₹1,000,000.00 per year
Work Location: In person
