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: 5:30 PM – 2:30 AM IST. Candidates must be open to working in this schedule.

Responsibilities:

· Act as the first line of support for client queries and concerns over calls & email.

· Provide prompt and professional 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 technical teams while ensuring clear communication and proper documentation.

· Follow up with clients to ensure issues are fully resolved and satisfaction is achieved.

· Maintain accurate records of client interactions, troubleshooting steps, and resolutions in the ticketing system.

· 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 client feedback and feature requests to appropriate stakeholders.

· Continuously identify opportunities to improve support processes and the client experience.

· Stay updated on new product features, updates, and changes.

Skills & Qualifications:

· Excellent communication skills in English (written and spoken).

· Strong problem-solving and active listening skills with customer empathy.

· Basic understanding of software/product functionality.

· Good understanding of Core Java concepts and object-oriented programming principles.

· Basic knowledge of Spring Boot architecture, REST APIs, and microservices concepts.

· Hands-on experience with modern CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Jira).

· Ability to prioritize tasks effectively in a fast-paced environment.

· Patience and professionalism when managing challenging situations.

· Team player with a willingness to collaborate with cross-functional teams.

Experience & Education:

· 0–2 years of experience in customer support or similar role in a software firm.

· 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!