L1 Support Technician
Provide first-level technical and functional support for enterprise applications, resolving user issues, managing incidents, and ensuring high adoption and customer satisfaction.
Job Details
Employment Type:
Full Time
Timing:
9:30 am to 6:30 pm IST
Work Mode:
Work from Office
Experience:
4-6 years
Location:
Ahmedabad, Mumbai
Position Overview
Seeking highly dedicated and proficient L1 Support Members to join our esteemed support team. This role is pivotal in providing both technical and functional support for our application. The incumbent will serve as the initial point of contact for users experiencing issues, ensuring prompt and accurate resolution while maintaining exemplary levels of customer satisfaction.
Key Responsibilities:
Continously monitor and resolve issues arising in Support Groups of Applications.
Continously monitor and resolve issues arising in the ticketing tool arising from the applications.
Functional Support: Assist users with functional inquiries and issues related to the application’s features and workflows.
Incident Management: Log, track, and manage incidents to ensure timely resolution and comprehensive documentation.
Escalation: Identify and escalate complex issues to higher-level support or relevant teams as necessary.
Knowledge Base: Communicate and train users about the new changes being deployed in the applications.
Drive application adoption through monitoring Adoption reports of the applications.
Proactively look at possible issues / challenges arising & raise it to higher-level support or relevant teams as necessary.
Qualifications:
Experience: Proven experience in a technical support role, preferably within a software or application support environment.
Technical Skills: Familiarity with software troubleshooting, basic networking concepts, and operating systems.
Functional Skills: Understanding of application workflows, user interface, and user experience principles.
Communication: Excellent verbal and written communication skills, with the ability to elucidate technical concepts to non-technical users.
Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.
Customer Service: Commitment to providing outstanding customer service and ensuring a positive user experience.
Additional Requirements:
Ability to work independently and as part of a team in a dynamic and fast-paced environment.
A continuous learning mindset to stay abreast of the latest industry trends and application updates.
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