Customer Support L1 (Night Shift)

• *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!