Technical Customer Support Specialist - Remote

Overview

We are seeking a customer-focused, proactive, and analytical L1 Customer Support Specialist to join our dynamic team. As an L1 Customer Support Specialist, you will be the first point of contact for our clients, providing timely assistance and resolving technical issues to ensure a seamless customer experience.

In Short

• Provide first-level technical support and consultation for issues reported by customers.
• Respond and resolve basic product and analytics issues within defined SLAs.
• Monitor and report on customer campaign activities.
• Coordinate with various teams for issue resolution.
• Document all issues and resolutions in ticketing systems.
• Assist customers with product usage-related queries.
• Participate in knowledge transfer sessions to improve efficiency.
• Follow escalation protocols for major incidents.
• Contribute to the internal knowledge base.
• Work in rotational shifts, primarily night shifts.

Requirements

• Excellent communication skills.
• Team-first attitude and attention to detail.
• Ability to work in rotational shifts.
• BTech/BCA or equivalent course.
• Passionate about customer support and problem-solving.
• Experience in building workflows, preferably in RPA.
• Expertise in observability and monitoring of applications.
• Experience in technical troubleshooting.
• Experience working with US-based customers.
• Insurance and healthcare industry experience preferred.

Benefits

• Dynamic work environment.
• Opportunity to work with a diverse team.
• Skill development opportunities.
• Flexible work arrangements.
• Exposure to various technologies and tools.