Customer Support Analyst (US Team)

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!