Customer Support L1 - Night Shift

Job Description : 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 customers, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional customer experience. This role requires excellent communication skills, a strong problem-solving mindset, and a passion for helping customers.

Shift Timing :

This is a  night shift role  from  9 : 00 PM to 6 : 00 AM .

Responsibilities :

• Act as the first line of support for customer queries and concerns via email, chat, or phone.
• Provide prompt, professional, and friendly 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 teams while ensuring clear communication and proper documentation.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in the ticketing system (e.g., Jira, Zendesk).
• 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 customer feedback and feature requests to appropriate stakeholders.
• Continuously identify opportunities to improve support processes and the customer experience.
• Stay updated on new product features, updates, and changes.

Skills & Qualifications :

Experience & Education :

This role offers an excellent opportunity to grow within a dynamic and customer-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!

Role :   Technical Support - Voice / Blended

Industry Type :   IT Services & Consulting

Department :   Customer Success ,  Service & Operations

Employment Type :   Full Time, Permanent

Role Category :   Voice / Blended

Education

UG :   B.Tech / B.E. in Any Specialization

PG :   M.Tech in Any Specialization

Skills Required

Communication Skills, Customer Success, Ticketing Tools