L1 Customer Support

Job Description

Experience-1-3 Years

Location- Jaipur

A dedicated support engineer to ensure that our customers' technical queries are resolved in a timely and satisfactory manner. Duties will include assisting customers with application installations, resolving queries via our JIRA support solutions, and escalating serious issues to the software development team.

Should exhibit extensive experience in providing IT support to customers in a fast-paced setting. Outstanding support engineers combine their IT expertise with exceptionally high standards in customer support.

Responsibilities
• Providing customers with IT support via desktop solutions, chat functions, emails, and calls.
• Assisting customers with account setup and application installations.
• Ensuring optimal application functionality by configuring networks.
• Troubleshooting IT issues by asking customers targeted questions.
• Providing customers with step-by-step guidance to resolve technical problems.
• Following up on technical queries and providing prompt feedback.
• Prioritising customer queries and escalating serious technical issues to IT developers.
• Documenting error reports and monitoring performance metrics.
• Relaying application functionality feedback from customers to IT developers.
• Compiling IT instruction manuals and useful IT support resources.

Requirements

Must Have:
• Exceptional written and verbal communication skills
• Working experience in an L1 support role, Excellent communication (written as well as verbal on phone calls) skills, and Learning Skills.
• A bachelor's degree in computer science, information technology, or similar
• 1-3 years of experience as a support engineer
• In-depth knowledge of Web and related basic technologies, any ticketing system
• Strong learning skills, who can learn and provide support to our customers
• Extensive experience in resolving customer IT queries
• Ability to relay important application feedback to IT developers

Good to Have:
• Advanced knowledge of IT software, hardware, and network setup, specifically mobile applications including iOS and Android
• Exceptional ability to prioritise and diagnose IT problems
• Proficiency in documenting processes and monitoring performance metrics
• Support provided on mobile-based software solutions Read more