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L1 Software Support Specialist

2 to 5 Years

Fulltime (remote)

1 Opening

Kochi, India

Job description

– Resolve product or service problems by clarifying the customer’s complaint; determine the cause of the problem; select and explain the best solution to solve the problem.

– Expedite and ensure resolution within the defined SLA by following up with the internal team(s)

– Create and assign support tickets to the maintenance teams, using pre-established tools for second-level resolutions

– Escalate unresolved customer grievances to concerned authorities for further investigation and action.

– Work with the development and products team to evaluate complex customer problem, identify root causes, and derive resolutions

– Coordinate with development and product teams to support new product developments and existing product enhancements, as required.

– Develop knowledge bases and FAQs for product support activities.

– Document support activities, customer issues, and resolutions for reference purposes

– Follow communication procedures, guidelines, and policies

 

Desired Candidate Profile

– Should be flexible to do Night shifts and work on the non-business hours or weekends when required.

– 2 to 5 Years of Experience in Software/Application Technical Support.(US Healthcare will be given preference but not mandatory)

– Should have excellent communication skill (Verbal/Written)