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 clients, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional client experience. This role requires excellent communication skills, a strong problem-solving mindset, and a client first mindset. Shift Timing: This is a night shift position: 5:30 PM – 2:30 AM IST . Candidates must be open to working in this schedule. 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. · Good understanding of Core Java concepts and object-oriented programming principles. · Basic knowledge of Spring Boot architecture, REST APIs, and microservices concepts. · 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. Experience & Education: · 0–2 years of experience in customer support or similar role in a software firm. · Bachelor's degree in any discipline; background in Computer Science, IT, or related fields preferred. This role offers an excellent opportunity to grow within a dynamic and client-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!