Customer Support (Night Shift) (Jaipur)

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: 7:00 PM 4:00 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. - Hands-on experience with modern CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Jira). - Ability to prioritize tasks effectively in a rapid-paced environment. - Patience and professionalism when managing challenging situations. - Team player with a willingness to collaborate with cross-functional teams. Experience & Education: - 12 years of experience in customer support or similar role in a software firm. - Bachelors 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! 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: 7:00 PM 4:00 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. - Hands-on experience with modern CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Jira). - Ability to prioritize tasks effectively in a rapid-paced environment. - Patience and professionalism when managing challenging situations. - Team player with a willingness to collaborate with cross-functional teams. Experience & Education: - 12 years of experience in customer support or similar role in a software firm. - Bachelors degree in any discipline; background in Computer Science, IT,