We are seeking an experienced Customer Support Specialist to join our team.
The ideal candidate should have 2 to 3 years of experience in client-facing roles and a strong understanding of working with ticketing system.
The L1 Production Support Team Member will play a crucial role in ensuring the stability and availability of our systems while providing exceptional customer service to our clients.
Responsibilities:
Provide first-level technical support and troubleshooting for incidents reported by clients or identified through monitoring tools.
Respond promptly to client inquiries and ensure proper resolution of reported issues within defined SLAs.
Collaborate closely with L2 and L3 support teams to escalate complex issues that require further investigation or expertise.
Utilize the ticketing system to document, track, and manage incident reports, ensuring accurate and comprehensive information.
Monitor system alerts and notifications to proactively identify potential issues and address them before they impact clients.
Provide product to the onboarded customers
Work in a fast-paced environment to prioritize and manage multiple tasks simultaneously.
Collaborate with cross functional team to improve customer experience
Conduct root cause analysis for recurring issues and contribute to the development of long-term solutions.
Maintain accurate documentation of support procedures, troubleshooting steps, and best practices.
Assist in onboarding and training of new team members, sharing insights and knowledge to enhance the team's capabilities.
Participate in an on-call rotation to provide after-hours support as and when required.
Qualifications:
2+ years of relevant experience in a client-facing technical support role.
2+ years of supply chain/ logistics experience. (Preferred)
Strong familiarity with ticketing system and its functionalities.
Solid understanding of IT infrastructure, systems, and application components.
Proficient in diagnosing and troubleshooting technical issues in a timely manner.
Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical clients.
Demonstrated ability to work collaboratively in a team environment and effectively escalate issues as needed.
Proactive mindset with the ability to identify potential problems before they escalate into major incidents.
Strong analytical and problem-solving skills to identify root causes and recommend effective solutions.
Willingness to work in a rotational on-call schedule to provide after-hours support when required.
Relevant certifications (e.g., ITIL, ServiceNow) will be a plus.
Bachelor’s degree in computer science, Information Technology, or a related field is preferred