L1 Customer Support (Night Shift)

Job Description

As a Customer Support L1 professional at our company, you will be the first point of contact for clients, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional client experience. Your role will require excellent communication skills, a strong problem-solving mindset, and a client-first approach.**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.- 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.This role requires 12 years of experience in customer support or a similar role in a software firm and a Bachelors degree in any discipline; background in Computer Science, IT, or related fields preferred.If you are passionate about delivering exceptional customer service and have a knack for problem-solving, we would love to hear from you! As a Customer Support L1 professional at our company, you will be the first point of contact for clients, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional client experience. Your role will require excellent communication skills, a strong problem-solving mindset, and a client-first approach.**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.- 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.This role requires 12 years of experience in customer support or a similar role in a software firm and a Bachelors degree in any discipline; background in Computer Science, IT, or related fields preferred.If you are passionate about delivering exceptional customer service and have a knack for problem-solving, we would love to hear from you!

Keyskills :
Excellent communication skillsStrong problemsolving skillsActive listening skillsHandson experience with CRMticketing toolsAbility to prioritize tasksPatienceprofessionalism