Customer Support L1 (Night Shift)
Position Overview:
We are seeking a highly motivated and customer-focused Customer Support L1 professional to join our team. The ideal candidate will be the first point of contact for clients, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional client experience. This role requires excellent communication skills, a strong problem-solving mindset, and a client first mindset.
Shift Timing:
This is a night shift position: 7:00 PM – 4:00 AM IST. Candidates must be open to working in this schedule.
Responsibilities:
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Act as the first line of support for client queries and concerns over calls & email.
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Provide prompt and professional assistance to resolve issues effectively.
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Gather relevant information to diagnose and troubleshoot basic technical issues.
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Escalate complex or unresolved issues to Level 2 support or relevant technical teams while ensuring clear communication and proper documentation.
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Follow up with clients to ensure issues are fully resolved and satisfaction is achieved.
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Maintain accurate records of client interactions, troubleshooting steps, and resolutions in the ticketing system.
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Update knowledge bases and FAQ documents with new solutions and common issues.
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Work closely with cross-functional teams (e.g., development, QA, operations) to identify and resolve recurring issues.
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Communicate client feedback and feature requests to appropriate stakeholders.
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Continuously identify opportunities to improve support processes and the client experience.
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Stay updated on new product features, updates, and changes.
Skills & Qualifications:
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Excellent communication skills in English (written and spoken).
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Strong problem-solving and active listening skills with customer empathy.
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Basic understanding of software/product functionality.
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Hands-on experience with modern CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Jira).
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Ability to prioritize tasks effectively in a fast-paced environment.
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Patience and professionalism when managing challenging situations.
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Team player with a willingness to collaborate with cross-functional teams.
Experience & Education:
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1–2 years of experience in customer support or similar role in a software firm.
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Bachelor’s degree in any discipline; background in Computer Science, IT, or related fields preferred.
This role offers an excellent opportunity to grow within a dynamic and client-centric environment. If you are passionate about delivering exceptional customer service and have a knack for problem-solving, we would love to hear from you!
