Customer Support L1 - Night Shift

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:

• Good 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:

• 2-4 years of experience in a customer support or similar role.
• Good understanding of scripting or automation is a plus.
• Bachelors 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!