Job Description: 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 customers, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional customer experience. This role requires excellent communication skills, a strong problem-solving mindset, and a passion for helping customers.
Shift Timing:
This is a night shift role from 9:00 PM to 6:00 AM.
Responsibilities:
- Act as the first line of support for customer queries and concerns via email, chat, or phone.
- Provide prompt, professional, and friendly assistance to resolve issues effectively.
- Gather relevant information to diagnose and troubleshoot basic technical issues.
- Escalate complex or unresolved issues to Level 2 support or relevant teams while ensuring clear communication and proper documentation.
- Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
- Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in the ticketing system (e.g., Jira, Zendesk).
- Update knowledge bases and FAQ documents with new solutions and common issues.
- Work closely with cross-functional teams (e.g., development, QA, operations) to identify and resolve recurring issues.
- Communicate customer feedback and feature requests to appropriate stakeholders.
- Continuously identify opportunities to improve support processes and the customer experience.
- Stay updated on new product features, updates, and changes.
Skills & Qualifications:
- Basic understanding of technical concepts related to software, cloud platforms (Azure), and networking.
- Familiarity with ticketing tools such as Jira.
- Exceptional verbal and written communication skills to handle diverse customer interactions.
- Strong listening skills with the ability to empathize and resolve customer issues efficiently.
- Ability to analyze customer-reported issues and apply troubleshooting skills to find solutions.
- Skilled at prioritizing tasks and managing time effectively in a fast-paced environment.
- Strong customer focus and patience when handling challenging situations.
- Collaborative mindset to work with cross-functional teams.
Experience & Education:
- 0–2 years of experience in a customer support or similar role.
- Basic understanding of scripting or automation is a plus.
- Bachelor’s degree in Computer Science, IT, or a related field is preferred.
This role offers an excellent opportunity to grow within a dynamic and customer-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!
