L1 Support Specialist
1. Role Overview
eClerx is looking for a proactive and technically grounded L1 Night Shift Support Specialist to provide on-floor technical application support for an address Solution at the Chandigarh operations centre.
This is a hands-on, floor-presence role covering the night shift — the period during which the most critical and intermittent application issues have been observed on this programme. The resource will be the first point of contact for all agent-reported technical issues during the shift, working directly alongside the operations team to ensure continuity of voice and case management operations.
Issues that cannot be resolved at L1 are escalated to L2 on standby, with L3 available for complex technical escalations. The resource is expected to exhaust all L1 troubleshooting steps before escalating, and to document every incident — no matter how minor — in the floor incident tracker.
3. Required Qualifications & Experience
CategoryRequirementEducationB.Sc. / BCA / Diploma in Computer Science, IT, or equivalent. Practical experience preferred over formal credentials.Experience1–3 years in a technical support, helpdesk, or IT operations role. BPO/contact center environment experience is a strong advantage.Windows & EndpointComfortable with Windows troubleshooting: clearing cache/cookies/temp files, disk cleanup, browser reinstallation, profile cleanup, application reinstall.Application SupportBasic experience supporting CRM, dialer, or case management applications. Familiarity with Alvaria or similar dialer/ACD systems is a plus.Network BasicsAble to run basic connectivity checks: ping, VPN/MPLS status, identify whether an issue is local or network-side.DocumentationDisciplined about logging incidents accurately and completely. Must be comfortable using Excel for the floor tracker.CommunicationClear verbal and written communication in English. Ability to explain a technical issue to a non-technical Ops lead concisely.4. Preferred / Nice-to-Have
- Prior experience in a BPO or contact center tech support environment.
- Exposure to Alvaria Aspect, Genesys, or any cloud/premise-based dialer platform.
- Basic understanding of CTI (Computer Telephony Integration) and IVR systems.
- Familiarity with antivirus policy management and endpoint baseline configuration.
- Experience writing shift handover notes or incident summaries.
8. Working Conditions
ConditionDetailsWork LocationChandigarh Operations Floor – On-site presence mandatory for every shift.Shift HoursNight shift aligned to operations window: approximately 6:30 PM – 9:30 AM. Exact shift timings as per ops schedule.Shift Pattern5 days per week during initial ramp; 7 days during full operations. Rotational weekends as required.On-Call ExpectationMust be reachable during shift hours. No remote working — floor presence is the core requirement of this role.Responsibilities2. Key Responsibilities
A. On-Floor Incident Response
- Be physically present on the operations floor throughout the night shift, particularly during the 11:30 PM – 1:00 AM peak risk window.
- Respond immediately to any agent-reported application issue — no ticket queue, no waiting.
- Work through the standardized troubleshooting checklist for every incident before escalating.
- Apply approved L1 fixes before escalating to L2.
- Confirm resolution with the affected agent before moving on and log the outcome.
B. Shift Handover
- At the end of each shift, send a brief handover note to the day shift lead and L2 covering: incidents raised, incidents resolved, any open items, and watch points for the next shift.
- Flag any pattern — if the same issue hits two or more agents within a shift, escalate it as a potential systemic issue rather than treating it as isolated.
C. Monitoring & Alerting
- Proactively monitor the floor during the shift — do not wait for agents to report issues.
- If 3 or more agents hit issues simultaneously, immediately notify L2 — do not attempt to resolve individually first.
D. Coordination with IT & Tech Teams
- Coordinate with the IT team for and other support teams for respective team related issues during the shift.
- Communicate clearly: what the issue is, which agent, what steps were already tried, and what is needed from IT.
B.Sc. / BCA / Diploma in Computer Science, IT, or equivalent.
Skills Required
- B.Sc. / BCA / Diploma in Computer Science, IT, or equivalent
- 1-3 years in technical support, helpdesk, or IT operations (BPO/contact center experience advantageous)
- Windows and endpoint troubleshooting (clear cache/cookies/temp files, disk cleanup, browser reinstall, profile cleanup, application reinstall)
- Basic application support experience for CRM, dialer, or case management systems
- Ability to run basic network checks (ping, VPN/MPLS status) and identify local vs network issues
- Disciplined incident logging and use of Excel for floor incident tracker
- Clear verbal and written English; explain technical issues to non-technical staff
- Familiarity with Alvaria, Aspect, Genesys or similar dialer/ACD platforms
- Basic understanding of CTI and IVR systems
- Familiarity with antivirus policy management and endpoint baseline configuration
- Experience writing shift handover notes or incident summaries
eClerx LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eClerx LLC and has not been reviewed or approved by eClerx LLC.
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Healthcare Strength — Feedback suggests U.S. employees have access to medical, dental, and vision coverage, with HSA/FSA options and life insurance included. An Employee Assistance Program also appears in the public benefits profile supporting wellbeing.
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Retirement Support — Feedback suggests a 401(k) is part of the U.S. package, with some mentions of an employer match. Retirement provision is consistently cited across company profiles and listings.
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Leave & Time Off Breadth — Feedback suggests paid holidays, sick leave, and PTO are part of the offering, alongside parental leave. Parental leave is also highlighted in public benefits profiles.
eClerx LLC Insights
What We Do
eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 16,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
