Key Skills:Salesforce, Technical Support (L1/L2/L3), Incident Management & RCA, CRM & Ticketing Systems, Application Support, Batch Monitoring, Troubleshooting, Customer-Facing Support, Cross-Functional & Global Collaboration
Roles & Responsibilities:
- Provide end-to-end customer support and technical issue resolution via email, phone, LiveChat, and other electronic channels.
- Actively listen to customer needs and deliver effective solutions to product and technical challenges.
- Deliver guidance and training to customers on the use of all online products and applications.
- Perform L1/L2/L3 application support, including batch monitoring, issue diagnosis, troubleshooting, and resolution.
- Conduct incident analysis, identify root causes, implement fixes or workarounds, and ensure proper documentation.
- Escalate complex technical or application issues to higher support levels or engineering teams when required.
- Maintain accurate case records and update procedures, FAQs, and technical documentation in the knowledge base.
- Collaborate closely with Partner Success Managers, Provisioning Data Services, Professional Learning teams, and Educational Consultants to resolve customer issues.
- Become proficient in all supported online products and continuously update technical knowledge.
- Demonstrate empathy, patience, and professionalism while handling customer issues and escalations.
Experience Required:
- 2 - 4 years of experience in Technical Support, IT Helpdesk, or Application Support roles.
- Hands-on experience providing L1/L2 support, with exposure to L3 troubleshooting preferred.
- Strong experience working with CRM and ticketing tools, preferably Salesforce.
- Proven skills in incident management, root cause analysis (RCA), and issue resolution.
- Experience supporting customer-facing applications in a production environment.
- Ability to work effectively with cross-functional and global teams.
- Exposure to databases such as MySQL or SQL Server, and handling Excel/CSV data is an added advantage.
- Excellent communication, problem-solving, and documentation skills.
Education:Any Post Graduation, Any Graduation.
