Customer Support Analyst (US project)
Position Overview:
We are seeking a highly motivated and customer-focused Customer Support L1/ L2 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: 10:00 PM – 7:00 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 fast-paced environment.
- Patience and professionalism when managing challenging situations.
- Team player with a willingness to collaborate with cross-functional teams.
Experience & Education:
- 0 – 5 years of experience in Customer or Technical 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!
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