Customer Support Analyst - 24/7 support (GCC - India) - Remote

Overview

The Customer Support Analyst works as part of our Customer Support team and is the first point of contact for customer questions, service requests, or product incidents. They also ensure that customer concerns are managed and escalated as appropriate.

In Short

• Acts as the first point of contact for customer inquiries.
• Follows Litmus processes for incident and service management.
• Responds to and resolves customer tickets as per SLAs.
• Proficient in using customer support tools.
• Guides customers through product configurations.
• Participates in recreating customer issues for better understanding.
• Documents bugs and coordinates user access to support.
• Communicates effectively with customers and internal teams.
• Provides excellent customer service and satisfaction.
• Contributes to the knowledge base.

Requirements

• 3+ years of experience in customer support in a manufacturing environment.
• Experience with information technology, including operating systems and networking.
• Experience with industrial equipment and systems.
• 1+ years of experience with industry technologies like MQTT and Docker.
• Strong problem-solving and troubleshooting skills.
• Ability to explain technical concepts clearly to customers.
• Ability to work independently and collaboratively.
• Willingness to learn new technologies.

Benefits

• Opportunity to work in a growth-stage company.
• Collaborate with experienced professionals.
• Remote work flexibility.