Customer Support Specialist

Position Overview:

• 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