Customer Support Analyst I

As a Customer Support Analyst at Litmus, you will be an integral part of the Customer Support team, serving as the initial point of contact for customer inquiries, service requests, and product incidents. Your responsibilities will include: - Acting as the first point of contact and triaging new incidents or requests received into the service desk system. - Following Litmus processes and standards for Incident, Problem, and Service Management, Escalation, Closing Tickets, Communication, Ticket Management, and Shift Handover. - Proficiently using Customer Support Tools such as Email to Case, Chat, Phone, Tickets to maintain, update, and report on ticket information. - Adhering to Litmus standards for troubleshooting and performance analysis. - Guiding customers through Litmus Edge and Litmus Edge Manager configurations and escalating to Level 2 support to resolve tickets if needed. - Participating in recreating customer issues within the software to understand their exact experience and provide assistance for resolution. - Documenting bugs into the Customer Support bug tracking system and coordinating Litmus users being added to the Customer Support center. - Executing Customer Support audit processes and reporting findings. - Communicating effectively with customers and internal teams, both verbally and in writing. - Providing excellent customer service and satisfaction, handling customer complaints and escalations professionally and respectfully. - Contributing to the overall Litmus Automation knowledge base and creating knowledge base content where applicable. Qualifications Required: - Must have 3+ years of experience in customer support, including directly supporting a manufacturing environment, specifically delivering solutions pertaining to the shop floor, automation, or industrial Internet of Things. - 3+ years of experience working with information technology, such as operating systems, databases, cloud services, security, and networking. - 3+ years of experience working with industrial equipment and systems, such as PLCs, SCADA, and sensors, Operational and Information Technology, and networking concepts. - 1+ years of experience with products and technologies used in the industry, such as MQTT, Docker, VMWare, OPC UA, etc. - Demonstrated experience of problem-solving and troubleshooting skills with the ability to analyze complex problems and find solutions using logical reasoning and creativity. - Demonstrated experience of engaging with customers to explain technical concepts in a clear and concise manner, managing customer escalations, and working under tight deadlines and SLAs. Litmus is a growth-stage software company that helps manufacturers access, structure, and utilize real-time data from machines, systems, and sensors at the edge. The platform provided by Litmus enables some of the world's largest companies to run operations in real time, reduce downtime, and optimize production. Backed by leading investors and trusted by global manufacturers and partners like Google, Microsoft, Dell, Oracle, and Mitsubishi, Litmus is powering the shift toward software-defined manufacturing. This remote job position allows you to work from anywhere in India. As a Customer Support Analyst at Litmus, you will be an integral part of the Customer Support team, serving as the initial point of contact for customer inquiries, service requests, and product incidents. Your responsibilities will include: - Acting as the first point of contact and triaging new incidents or requests received into the service desk system. - Following Litmus processes and standards for Incident, Problem, and Service Management, Escalation, Closing Tickets, Communication, Ticket Management, and Shift Handover. - Proficiently using Customer Support Tools such as Email to Case, Chat, Phone, Tickets to maintain, update, and report on ticket information. - Adhering to Litmus standards for troubleshooting and performance analysis. - Guiding customers through Litmus Edge and Litmus Edge Manager configurations and escalating to Level 2 support to resolve tickets if needed. - Participating in recreating customer issues within the software to understand their exact experience and provide assistance for resolution. - Documenting bugs into the Customer Support bug tracking system and coordinating Litmus users being added to the Customer Support center. - Executing Customer Support audit processes and reporting findings. - Communicating effectively with customers and internal teams, both verbally and in writing. - Providing excellent customer service and satisfaction, handling customer complaints and escalations professionally and respectfully. - Contributing to the overall Litmus Automation knowledge base and creating knowledge base content where applicable. Qualifications Required: - Must have 3+ years of experience in customer support, including directly supporting a manufacturing environment, specifically delivering solutions pertaining to