685 Freshdesk Jobs

Job Title: Office 365 Administrator & IT Manager / Senior Engineer (Based on Experience) Location: Chennai Job Responsibilities: Lead and manage Microsoft 365 environment: Exchange Online, SharePoint Online, Teams, OneDrive, Microsoft Entra ID (Azure AD) Troubleshoot mail flow, user issues, groups, and retention policies Implement and manage Conditional Access, MFA, and Defender security settings Create and maintain automation scripts and reports using PowerShell Design and manage Power Automate workflows for business operations Ensure DLP, sensitivity labels, audit logs, and compliance measures are enforced Monitor and optimize Microsoft Secure Score and threat protection Support IP networking issues (DNS, DHCP, subnetting, VLANs) Maintain enterprise Wi-Fi infrastructure and monitor systems via PRTG/SolarWinds Provide L2/L3 support for end users and Microsoft 365-related incidents Create SOPs, knowledge base content, and user onboarding/offboarding documentation Technical Requirements: Microsoft 365 ecosystem: Exchange Online, SharePoint, OneDrive, Teams Microsoft Entra ID (Azure AD), Intune, Microsoft Purview Microsoft Defender for Office 365 PowerShell scripting, Power Automate Network protocols and configuration: DNS, DHCP, VLANs, IP addressing Ticketing & IT SM tools: Freshdesk, Zoho Desk, SysAid Monitoring systems: PRTG, SolarWinds Knowledge of ISMS and ISO 27001 standards Communication Requirement: Excellent written and verbal communication in English Proficiency in Hindi for verbal communication is an added advantage Ability to train users and document IT processes clearly Leadership/ Manager ial Requirements: Lead IT initiatives and oversee M365 service operations Mentor junior team members and coordinate with cross-functional teams Manage IT incidents, service requests, and project rollouts Ensure timely execution of change and problem management procedures Collaborate with leadership to support IT strategy Preferred Certifications: MS-102: Microsoft 365 Administrator AZ-104: Azure Administrator Associate IT IL Foundation CCNA / CompTIA Network+

PixDynamics is looking for a proactive and detail-oriented Application Support Engineer to provide exceptional functional and technical support for our applications. The ideal candidate should be skilled in communication, problem-solving, and basic scripting, and be able to handle real-time issues across UAT and Production environments. Core Responsibilities: Provide timely technical support and functional assistance to clients via email , WhatsApp , and support portals . Deliver clear and professional communication to users while tracking and updating ticket status. Perform initial diagnosis , document issues thoroughly, and escalate to L2/L3 teams with complete context. Reproduce and troubleshoot issues across UAT and Production environments. Analyze application logs, database records , and server performance to identify root causes. Tag, categorize, and update the ticketing system (e.g., JIRA/Freshdesk/Zoho) with issue details and resolutions. Collaborate with L3 teams and developers for long-term fixes, code patches, and product enhancements. Execute basic SQL queries and support configuration-level changes or DB adjustments. Prepare detailed incident reports and contribute to Root Cause Analysis (RCA) documentation. Monitor system logs, error traces, and performance metrics to identify recurring issues and bottlenecks. Maintain and update the knowledge base with known issues and resolutions for future reference. Identify repetitive tickets and recommend automation or process improvements . Coordinate directly with clients for regular updates and ensuring high levels of user satisfaction. Required Skills & Tools: Proficiency in SQL scripting Basic knowledge of Python scripting Strong communication skills (written and verbal) across email and WhatsApp Familiarity with ticketing systems (JIRA, Freshdesk, Zoho Desk) Exposure to UAT and Production support Ability to multitask and work in a fast-paced environment Attention to detail and process-driven mindset Educational & Experience Requirements: Bachelor’s degree in Computer Science, Information Technology, or a related field. 1–3 years of experience in application/product support or similar roles. Why Join PixDynamics: Opportunity to work with a dynamic, innovation-driven team Exposure to real-time customer interaction and problem resolution A learning environment with scope for upskilling and process ownership Culture that supports collaboration, accountability, and growth Job Types: Full-time, Permanent Pay: ₹11,309.65 - ₹58,299.86 per month Benefits: Health insurance Provident Fund Work Location: In person Speak with the employer +91 7994431750 Expected Start Date: 04/08/2025

Profile Summary: Motivated and detail-oriented IT Executive with hands-on experience in managing IT infrastructure within the real estate sector . Skilled in server maintenance , network troubleshooting , and technical support to ensure smooth day-to-day operations. Adept at handling both hardware and software issues and providing user support across multiple real estate offices. Proven ability to assist in deploying and maintaining property management systems (PMS) and CRM platforms. Committed to continuous learning and contributing to technology-driven growth in dynamic environments. Key Skills: Server installation, configuration & maintenance (Windows/Linux) Network support and troubleshooting End-user technical support (on-site and remote) System backups and data security protocols CRM and property management software support Hardware/software installation & upgrades Helpdesk ticketing systems (e.g., Freshdesk, Zoho Desk) Basic knowledge of real estate ERP system Job Type: Full-time Pay: ₹25,000.00 - ₹30,000.00 per month Benefits: Health insurance Work Location: In person

At myoperator , we're revolutionizing how businesses connect with their customers through our innovative B2B SaaS solutions. We are on the lookout for a highly motivated, tech-savvy, and customer-obsessed Customer Support Executive - Tech to join our growing team. If you are passionate about solving technical challenges, building strong customer relationships, and thrive in a dynamic, fast-paced B2B SaaS environment, we want to hear from you! What You'll Do: As a Customer Support Executive - Tech, you will be the primary point of contact for our valued B2B clients, ensuring their success and satisfaction with myoperator's products. Your responsibilities will include: Become a Product Expert: Develop an in-depth understanding of myoperator's B2B SaaS products and services, including their technical functionalities, integrations, and common use cases. Deliver Technical Support: Provide prompt, professional, and accurate technical support to customers via calls, emails, and chats, addressing inquiries related to product features, troubleshooting, configurations, and general usage. Achieve First Contact Resolution (FCR): Strive for high First Contact Resolution (FCR) rates by efficiently diagnosing and resolving technical issues during the initial interaction. Manage Support Tickets: Effectively manage and prioritize support tickets, ensuring clear, concise, and well-documented responses and resolutions within defined SLAs. Collaborate for Complex Issues: Escalate complex technical issues to higher-tier support, product, or engineering teams when necessary, providing detailed context and diagnostic information. Address Diverse Inquiries: Assist customers with a range of inquiries including product onboarding, feature explanations, API usage questions, service status, and complaint resolution. Meet Performance Targets: Consistently meet and exceed daily and weekly individual and team performance targets related to response times, resolution rates, and customer satisfaction. Contribute to Improvement: Share valuable customer insights and feedback with internal teams (Product, Engineering, Sales) to drive continuous improvement in our products, services, and support processes. Requirements: Experience: 1-3 years of proven experience in a technical customer support role, preferably within a B2B SaaS or IT services industry. Technical Aptitude: Strong ability to understand, troubleshoot, and explain technical concepts and issues related to software platforms. Familiarity with CRM tools, ticketing systems (e.g., Zendesk, Freshdesk), and remote support tools is a plus. Communication Skills: Excellent written and verbal communication skills in English, with the ability to articulate complex technical information clearly and empathetically to non-technical users. Problem-Solving: Strong analytical and problem-solving skills, with a keen eye for detail and a methodical approach to issue resolution. Time Management: Proven ability to manage time effectively, multitask, and prioritize in a fast-paced, high-volume environment. Customer-Centric: A genuine passion for helping customers and a strong customer-first mindset. Adaptability: A willingness to learn new technologies, adapt to evolving product features, and grow within a dynamic team. Benefits: A supportive and collaborative team culture that values innovation and mutual growth. Significant opportunities for professional development and career advancement within a rapidly expanding B2B SaaS company. Work with a purpose-driven brand that is dedicated to customer satisfaction and technological excellence. Job Types: Full-time, Permanent Pay: ₹350,000.00 - ₹400,000.00 per year Benefits: Health insurance Internet reimbursement Leave encashment Life insurance Paid sick time Provident Fund Schedule: Day shift Supplemental Pay: Performance bonus Application Question(s): Any experience you have in B2B SaaS? What is your Fixed CTC? Work Location: In person Speak with the employer +91 9267989047

PixDynamics is looking for a proactive and detail-oriented Application Support Engineer to provide exceptional functional and technical support for our applications. The ideal candidate should be skilled in communication, problem-solving, and basic scripting, and be able to handle real-time issues across UAT and Production environments. Core Responsibilities: Provide timely technical support and functional assistance to clients via email , WhatsApp , and support portals . Deliver clear and professional communication to users while tracking and updating ticket status. Perform initial diagnosis , document issues thoroughly, and escalate to L2/L3 teams with complete context. Reproduce and troubleshoot issues across UAT and Production environments. Analyze application logs, database records , and server performance to identify root causes. Tag, categorize, and update the ticketing system (e.g., JIRA/Freshdesk/Zoho) with issue details and resolutions. Collaborate with L3 teams and developers for long-term fixes, code patches, and product enhancements. Execute basic SQL queries and support configuration-level changes or DB adjustments. Prepare detailed incident reports and contribute to Root Cause Analysis (RCA) documentation. Monitor system logs, error traces, and performance metrics to identify recurring issues and bottlenecks. Maintain and update the knowledge base with known issues and resolutions for future reference. Identify repetitive tickets and recommend automation or process improvements . Coordinate directly with clients for regular updates and ensuring high levels of user satisfaction. Required Skills & Tools: Proficiency in SQL scripting Basic knowledge of Python scripting Strong communication skills (written and verbal) across email and WhatsApp Familiarity with ticketing systems (JIRA, Freshdesk, Zoho Desk) Exposure to UAT and Production support Ability to multitask and work in a fast-paced environment Attention to detail and process-driven mindset Educational & Experience Requirements: Bachelor’s degree in Computer Science, Information Technology, or a related field. 2–3 years of experience in application/product support or similar roles. Why Join PixDynamics: Opportunity to work with a dynamic, innovation-driven team Exposure to real-time customer interaction and problem resolution A learning environment with scope for upskilling and process ownership Culture that supports collaboration, accountability, and growth

Job description Customer Care Representative – GamePoint Gamepoint is an award-winning sports company operating a chain of world class multi-sport centres with sports such as Badminton, Squash, Table Tennis, Basketball, Football, Swimming and Pickleball. Gamepoint offers services such as coaching programs, membership, book n play and conduction of sports events to individuals and institutional customers. Successful serial entrepreneurs including IIM alumnus have setup Gamepoint with the vision to be the most trusted and preferred sports destination in India. More details are available at www.gamepointindia.com At Gamepoint, we believe that sports has the power to transform individuals and communities. We seek enthusiastic individuals who share our passion for sports and are eager to contribute to our vision. Key Responsibilities: Respond to customer inquiries via email, chat, and ticketing systems in a professional and timely manner. Provide solutions to game-related issues, including technical problems, account access, in-game purchases, and game rules. Escalate complex issues to the appropriate departments when necessary. Record and track customer feedback, bugs, and technical issues for reporting and product improvement. Maintain detailed documentation of player interactions in CRM tools. Stay up-to-date on game content, updates, policies, and promotions. Assist in updating FAQ content and player support resources. Promote a positive gaming community and represent GamePoint's values in every interaction. Requirements: 1+ years of experience in customer support, preferably in the gaming or tech industry. Strong written and verbal communication skills in English (additional languages are a plus). Patience, empathy, and a customer-first attitude. Basic troubleshooting and tech-savviness with mobile and desktop gaming platforms. Familiarity with customer support platforms such as Zendesk, Freshdesk, or Salesforce. Ability to work flexible hours, including weekends or holidays, if needed. Industry Sports Teams and Clubs Employment Type Full-time Industry Sports Teams and Clubs Employment Type Full-time

Position: Technical Product Operations Specialist Type: Full-Time Location: Remote Kodejams Technologies is seeking a highly skilled Technical Product Operations Specialist to support our growing SaaS platform. This role sits at the intersection of product support, client success, and product operations. You will work closely with product, engineering, and client teams to ensure users understand and gain maximum value from our platform while contributing to product improvement and operational excellence. This is an ideal opportunity for someone who understands the technical depth of SaaS products, can communicate effectively with both technical and non-technical stakeholders, and has a passion for clear, precise technical writing. Key Responsibilities Act as a subject matter expert on product functionality and backend processes to support clients effectively. Manage L1 and L2 client escalations, providing thorough troubleshooting, clear resolutions, and detailed documentation. Work alongside product managers and engineering teams to replicate, analyze, and document technical issues while contributing to continuous improvement efforts. Create and maintain high-quality technical documentation, including user guides, API documentation, FAQs, internal manuals, and knowledge base articles. Conduct training sessions and produce educational resources to ensure both internal teams and clients fully understand platform features and best practices. Utilize SQL for data analysis, troubleshooting, report generation, and validation during support processes. Leverage REST APIs for troubleshooting integration-related issues and assisting with technical inquiries. Perform feature validation and contribute to QA processes by running usability and quality checks. Analyze data to produce reports on product usage, customer feedback, recurring issues, and operational performance. Required Skills and Qualifications Strong verbal and written communication skills, with the ability to simplify complex technical concepts for diverse audiences. Proven analytical and problem-solving abilities with keen attention to detail. Hands-on experience working with SaaS platforms, SQL, REST APIs, and web technologies. Demonstrated experience in creating technical content for end-users and internal teams. Familiarity with tools such as Jira, Freshdesk/Zendesk, Postman, and browser developer tools. Preferred Qualifications Experience in SaaS startups or agile environments. Exposure to QA processes and automation tools such as Selenium or Cypress. Familiarity with business intelligence or data visualization platforms. Why Join Us Remote-first and collaborative work culture. Opportunity to grow into roles in product management, analytics, or customer success. Direct exposure to impactful projects across cross-functional teams. To apply, please share your updated resume at shalaj@kodejams.com.

About the Company As a part of the Cx team we are looking for a fun and committed individual who understands nuances of interacting with customers and handle customer calls. Someone who understands the gravity of the role and says yes to all the following questions - Do you want to solve a problem? Love talking for hours on end? Prefer a phone that rings over a phone that sits? Patience is your middle name? If you just yelped out a booming yes, you must be the one! About the Role Answering calls, mails and chats to guide customers about Livspace design services and products for end to end home design projects as per the SLA and TAT. Assisting customers while they shop online; guiding them on the best design products for their homes. Keeping records of customer interactions and different transactions, recording details of complaints, comments, inquiries. Follow up to ensure that appropriate action has been taken on customer requests and complaints. Escalate unresolved customer requests, pass on grievances to higher departments for further investigation and clarification. Make reminder calls to clients, send follow-up emails and schedule appointments. Feedback calls to customer. Perform other duties as assigned. Responsibilities Answering calls, mails and chats to guide customers about Livspace design services and products for end to end home design projects as per the SLA and TAT. Assisting customers while they shop online; guiding them on the best design products for their homes. Keeping records of customer interactions and different transactions, recording details of complaints, comments, inquiries. Follow up to ensure that appropriate action has been taken on customer requests and complaints. Escalate unresolved customer requests, pass on grievances to higher departments for further investigation and clarification. Make reminder calls to clients, send follow-up emails and schedule appointments. Feedback calls to customer. Perform other duties as assigned. Qualifications Minimum Graduation or similar Required Skills 1-3 yrs of relevant experience Good working knowledge about home interior design and products would be an added advantage. Great written and verbal communication skills Good listener with active problem solving skills Good interpersonal and analytical skills Flexible with work timings/ schedule and availability. Knowledge of social media platforms E-commerce experience is a bonus Multitasker with flexibility to work in different work roles. Prior experience of working with CRM tools such as Zendesk or Freshdesk would be an added advantage. Preferred Skills Good working knowledge about home interior design and products would be an added advantage. Great written and verbal communication skills. Good listener with active problem solving skills. Good interpersonal and analytical skills. Flexible with work timings/ schedule and availability. Knowledge of social media platforms. E-commerce experience is a bonus. Multitasker with flexibility to work in different work roles. Prior experience of working with CRM tools such as Zendesk or Freshdesk would be an added advantage.

As a Customer Success Associate , you will ensure a smooth, empowering experience for our users—primarily seafarers—from onboarding to continued engagement. You’ll be the go-to person for user support, issue resolution, and community-building initiatives. Key Responsibilities Manage end-to-end onboarding for new seafarers, from registration to activation. Ensure SLA adherence and timely execution of onboarding tasks. Provide multichannel support (email/chat/phone) for issue resolution and user queries. Track and coordinate global card shipments. Monitor engagement metrics to identify improvements and retention opportunities. Conduct outreach and act as a brand ambassador to drive user acquisition. Organize workshops/events to build community and user engagement. Contribute to customer engagement strategies and initiatives. Collaborate with product, marketing, and other internal teams to voice user feedback. You’ll Be a Great Fit If You Have 3–5 years of experience in customer-facing roles (Customer Success preferred). Strong communication and interpersonal skills. A proactive, independent, and multitasking mindset. Familiarity with KYC/CDD processes. Experience in onboarding design and customer journey optimization. Comfort with CRM/ticketing tools like Salesforce, HubSpot, Freshdesk, or Jira. (Bonus) Exposure to maritime, fintech, or payment industries.

🧰 Job Title: Technical Support Associate (TSA) Location: Coimbatore, Tamil Nadu (On-site) Department: Customer Success / Technical Support Experience Level: 1–3 years (Freshers with strong fundamentals may also apply) Reporting To: Technical Support Lead / Director – Support & Solutions 🏢 About Panaro Tech Private Limited Panaro Tech is on a mission to democratize enterprise-grade storage. We deliver affordable, reliable , and easy-to-manage storage infrastructure solutions tailored for high-demand business environments. Our flagship solution, Awanstor , simplifies storage deployments by integrating storage, server, and application stacks , enabling our customers to save up to 90% of traditional enterprise storage costs . As a Made-in-India innovator , we empower SMBs, data centers, and enterprise workloads across industries, prioritizing performance, scalability, and simplicity. 🎯 Role Overview As a Technical Support Associate , you will be the first line of technical contact for our customers. Your primary responsibility is to troubleshoot, resolve, and escalate technical issues related to Panaro’s storage and server systems. You will play a key role in ensuring uptime, customer satisfaction , and support excellence . 🔧 Key Responsibilities Provide Level 1 & 2 technical support via phone, email, and ticketing systems. Troubleshoot hardware (servers, desktops, networking devices) and software (Linux/Windows OS, storage systems) issues. Diagnose RAID configurations, boot errors, and network/storage connectivity problems. Log issues, update tickets, and follow SLAs for timely resolution and closure. Remotely guide customers through setups, diagnostics, and fixes. Escalate complex issues to Level 3 engineers while ensuring continuity of support. Assist in product installations, configurations , and field testing of server and storage systems. Document knowledge base articles, standard operating procedures, and user guides. Maintain a proactive attitude toward learning and continuous skill development . 📚 Required Qualifications & Skills Education: B.E / B.Tech in Computer Science, Electronics, or related disciplines. Diplomas with relevant experience also considered. Experience: 1–3 years of hands-on experience in technical support/helpdesk roles. Technical Skills: Good understanding of RAID levels , BIOS, UEFI, and hardware diagnostics. Knowledge of Linux (RHEL/CentOS/Ubuntu) and Windows Server environments. Familiarity with basic networking (IP, DNS, firewall, ping, SSH) tools and troubleshooting. Experience working with tools like IPMI , KVM over IP , Remote Console , or CLI interfaces. Soft Skills: Excellent verbal and written communication in English. Strong analytical and problem-solving mindset. Customer-centric, patient, and calm under pressure. Capable of working independently with minimal supervision. 🌟 Bonus (Preferred but not mandatory) Exposure to virtualization platforms like VMware, Proxmox, Hyper-V . Basic scripting knowledge (Bash, PowerShell). Familiarity with enterprise storage systems , NAS/SAN, or ZFS . Experience using CRM/ticketing systems such as Freshdesk, Zoho, or SuiteCRM . 💼 What You’ll Gain Hands-on exposure to cutting-edge server and storage technologies . Work with a passionate and agile technical team solving real-world data challenges. Opportunities for career growth in systems engineering, storage solutions, and DevOps. Competitive salary, skill-based increments, and internal learning programs . 📬 Apply Now If you are excited to build your career in technical support with a fast-growing ‘Made in India’ OEM brand , send your CV with a short cover letter to jobs@panarotech.com .

About The Role As a Support Engineer, we are looking for a technically sound and customer-centric professional to drive the resolution of product-related issues, enhance customer satisfaction, and ensure seamless post-sales support. You will play a pivotal role in providing timely, efficient, and scalable solutions to our customers using DoubleTick. This role requires a combination of technical troubleshooting, clear communication, and a passion for solving complex problems. You will work closely with the product, engineering, and customer success teams to improve user experience and reduce friction in adoption and usage. Your contribution will directly impact customer retention and product excellence. Required Skills And Qualifications Troubleshoot and resolve issues related to our SaaS-based CRM platform, DoubleTick, on WhatsApp Business API. Act as the first line of support, managing incoming customer queries via email, chat, or call. Escalate complex issues to the engineering team with detailed root cause analysis and resolution tracking. Maintain documentation for support processes, FAQs, and known issues to ensure faster resolution. Conduct system checks and proactively monitor platform health and user behavior. Guide users through features, configurations, and workflows to help them derive maximum value. Collaborate with cross-functional teams to provide feedback and influence product enhancements. Build strong customer relationships through empathy, professionalism, and effective communication. Ensure SLA adherence and report on key support metrics. Design and implement complex bots and customer engagement journeys for enterprise clients using platform tools and client-specific requirements. Deploy and configure AI-powered bots for enterprise clients using prompt engineering best practices. Own the integration and go-live process for large enterprise accounts, ensuring smooth deployment, client enablement, and technical validation. Preferred Skills 1–3 years of experience in a technical support or customer success role, preferably in SaaS or CRM platforms. Strong knowledge of WhatsApp Business API, mobile/web applications, and troubleshooting methodologies. Excellent verbal and written communication skills. Basic knowledge of APIs, webhooks, and integrations is a plus. Ability to manage multiple priorities in a fast-paced environment. Experience working with tools like Freshdesk, Zendesk, or similar helpdesk platforms. Strong analytical and problem-solving abilities with attention to detail. Prior experience supporting enterprise clients like Malabar Gold & Diamonds, Tarun Tahiliani, BVC Logistics, or Birla Brainiacs is a plus. Why Work With Us? Accelerated Career Growth – Fast-track your way into leadership roles with a clear growth path. Challenging Work Environment – Collaborate with large enterprises and solve complex technology problems. Career Flexibility – Explore transitions into roles like Product Manager and beyond. Supportive Culture – Work with a friendly, approachable team and management that values people. Founder-Led Exposure – Get a front-row seat to the startup journey and work closely with the founding team. Sharpen Customer-Centric Skills – Gain hands-on experience and build strong customer-facing and problem-solving skills. Hands-On Innovation – Be directly involved in AI bot creation, prompt engineering, and cutting-edge customer engagement solutions. About Us Apport Software Solutions Private Limited is a dynamic SaaS-based product company, powering conversational commerce and helping brands build meaningful customer relationships through WhatsApp. With over 7000+ customers in 140+ countries, including MakeMyTrip, GRT Jewellers, Panna Jewellers Exclusive, Admit Card, Amity University, Cutting Edge Salon, Raheja Developers, Sabyasachi, ICRA, RS Brothers, Tupperware, and more — we’re helping brands grow faster using technology that feels personal and powerful. DoubleTick is our flagship product — a mobile-first conversational CRM built on top of the WhatsApp Business API. It empowers businesses with features like broadcasting, analytics, chatbots, commerce tools, and a unified team inbox. 🔗 Explore more at: https://doubletick.io

Job Location: Hyderabad Job Type: Full-time Experience Required: 0 to 2 Years Immediate Joiner only Job Description We are looking for an enthusiastic and technically inclined L1 Support Executive to join our Customer Success team. You will be the first point of contact for customer queries related to our Voice, eSIM, and CPaaS platforms. Your role will involve troubleshooting basic issues, assisting customers with onboarding, and escalating complex problems to the appropriate technical teams. Assist customers with mobile app setup, call quality troubleshooting, and general usage. Support eSIM activation, QR code onboarding, and device compatibility checks. Provide basic guidance on CPaaS API integration (Voice/SMS/Chat). Create, update, and manage support tickets using Freshdesk/Zendesk. Triage and escalate unresolved issues to L2/L3 technical teams. Contribute to FAQs and internal knowledge base updates. Required Skills: Bachelor’s degree in IT, Computer Science, ECE, or related field. Strong communication skills – both verbal and written. Familiarity with helpdesk or CRM tools (Freshdesk, Zendesk). Basic knowledge of mobile apps, VoIP systems, and network troubleshooting. Quick learner with a customer-first mindset and attention to detail. Job Type: Full-time Pay: ₹10,000.00 - ₹20,000.00 per month Work Location: In person

Job Title: Operations Associate Department Name: Operations Experience required: 1-3 Years Minimum Qualification: Graduate Location: Gurgaon Job Summary: The Operations Associate, Customer Service will be a key player in ensuring our customers receive outstanding support while contributing to the efficiency and effectiveness of our internal operations. This role involves direct interaction with customers to resolve inquiries, troubleshoot issues, and provide information, alongside supporting various operational tasks that enhance the overall customer experience and business flow. The ideal candidate will possess a strong blend of customer service acumen, problem-solving skills, and an eye for process improvement. Key Responsibilities:  Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing timely and accurate information and solutions.  Resolve customer complaints and issues efficiently and empathetically, escalating complex cases to appropriate teams when necessary.  Maintain accurate customer records and document all interactions and resolutions in the CRM system.  Collaborate with internal departments to address customer needs and improve service delivery.  Assist in the development and implementation of customer service policies and procedures.  Identify recurring customer issues and suggest operational improvements to enhance customer satisfaction and reduce support volume.  Process customer requests, orders, and transactions accurately and in a timely manner.  Monitor service metrics and contribute to reports on customer service performance.  Participate in training sessions to stay updated on product knowledge, service standards, and operational changes. Requirements:  Bachelor’s degree in business administration, Communications, or a related field (or equivalent practical experience).  1-3 years of experience in a customer service, operations, or administrative support role, preferably in a fast-paced environment.  Excellent verbal and written communication skills with a strong customer-first attitude.  Proven ability to multi-task, prioritize, and manage time effectively.  Proficiency in using CRM software (e.g., Freshdesk) and Microsoft Office Suite(Excel, Word, Outlook).  Strong problem-solving abilities and attention to detail.  Ability to work independently as well as collaboratively within a team.  Adaptability and willingness to learn new systems and processes quickly.  Experience in NBFC or FinTech is a plus. Job Type: Full-time Pay: ₹200,000.00 - ₹300,000.00 per year Schedule: Day shift Work Location: In person Speak with the employer +91 7042221292

Location: Gurugram, India Salary: ₹25,000-₹30,000 PM Experience: 1-3 years We're looking for a high-energy, empathetic, and detail-oriented Customer Service Representative to be the voice of our brand across all customer touchpoints. If you're someone who loves talking to people, understands the power of a great customer experience, and can juggle multiple conversations across platforms — this role is for you! Key Responsibilities: Customer Communication: a) Respond promptly and professionally to customer queries across all channels — phone, email, chat, WhatsApp, and social media DMs. b)Make outgoing calls to assist with orders, clarify queries, upsell products, or gather feedback. Social Media Engagement: a) Monitor and respond to customer messages and comments on Instagram, Facebook, and other platforms. Sales & Upselling: a) Identify upselling opportunities during interactions and suggest relevant products. b) Be informed about ongoing offers and product bundles to drive conversions. Coordination with Operations: c) Work closely with the warehouse and operations teams to resolve order or delivery issues. b) Follow up on return and exchange requests and keep customers informed. Customer Feedback & Data: a) Call customers post-purchase to collect reviews and feedback. Product & Website Support: a) Understand the full product range and be able to guide customers accordingly. b) Assist with minor website updates, such as updating product details, stock status, or banners. Requirements: 1-3 years of customer service or support experience (ecommerce experience preferred) Excellent verbal and written communication skills in English (and Hindi, if applicable) Energetic, empathetic, and a people-person Comfortable handling calls and multitasking across communication channels Basic understanding of ecommerce platforms and social media handling Familiarity with tools like Google Sheets, basic CMS or website backend (training can be provided) Nice to Have: Experience using CRM tools like Zoho, Freshdesk, etc. Interest in child development, parenting, or toys (if relevant to the product line) Ability to adapt messaging for different customer personas Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹30,000.00 per month Benefits: Provident Fund Schedule: Day shift Fixed shift Supplemental Pay: Performance bonus Ability to commute/relocate: Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required) Experience: Production & Procurement Coordinator: 1 year (Required) Work Location: In person

Job Overview: Location: [customer support executive] Job Type: Full time (2pm to 11pm)Evening shift Department: Customer Service Reports to: Customer Support Manager Job Summary: We are seeking a proactive and empathetic Customer Support Executive to join our team. You will be the first point of contact for our customers, providing support through various channels (phone, email, chat) and ensuring a smooth and satisfying customer experience. Your goal is to resolve inquiries efficiently, promote customer loyalty, and contribute to the improvement of our service processes. Key Responsibilities: Respond to customer queries in a timely and accurate way via phone, email, or chat. Identify customer needs and help customers use specific features or resolve product-related issues. Update internal databases with information about customer interactions, feedback, and technical issues. Monitor customer complaints and resolve them efficiently to ensure customer satisfaction. Escalate complex issues to the appropriate departments or team leaders. Follow up with customers to ensure their issues are resolved. Collaborate with cross-functional teams (sales, tech support, logistics) to deliver the best solutions. Keep up to date with product knowledge and company policies. Requirements: Bachelor’s degree in any field (preferred in Business, Communication, or related areas). 1–3 years of experience in a customer support or client-facing role. Excellent verbal and written communication skills. Proficiency in using support tools (e.g., Zendesk, Freshdesk, CRM systems). Strong problem-solving skills and attention to detail. Ability to remain calm and patient, especially with difficult customers. Flexibility to work in shifts, if required. Nice to Have: Multilingual skills. Experience in [industry-specific] support (e.g., e-commerce, SaaS, telecom). Familiarity with ticketing systems or live chat platforms. Benefits: Competitive salary Health insurance Paid time off Professional development opportunities Flexible work options Job Types: Full-time, Permanent, Fresher Pay: ₹20,000.00 - ₹30,000.00 per month Benefits: Paid sick time Work Location: In person

Visit Health – Resolution Associate Location: Noida, Sector 16A, Film City | Type: Full-time | Immediate Joiners Preferred Shift-10 AM-7PM Working days- 5.5 days About Visit Health Visit Health is a next-generation health-tech platform, founded in 2016 by BITS Pilani alumni, with a vision to make healthcare accessible, affordable, and preventive. From telemedicine roots, Visit has transformed into a comprehensive wellness ecosystem connecting millions of users with insurers, doctors, and diagnostic partners across India. We offer services ranging from cashless OPD care, personalized wellness programs, EAP support, to preventive screenings—serving over 5 million users and 2,500+ corporate clients. Role: Resolution Associate As a Resolution Associate at Visit Health, you will be the escalation point for complex customer concerns. Your role will focus on ensuring timely, accurate, and empathetic resolution of issues by working closely with internal teams like Claims, Medical Operations, Tech, and Product. You will be a key part of our Customer Success team, ensuring that every customer concern—especially critical or escalated ones—is resolved with high satisfaction. Key Responsibilities Handle escalated cases from the Customer Support team through email, call, or ticketing systems Deep-dive into issue root causes and provide end-to-end resolution to customers Coordinate across departments (Claims, Medical, Tech, Logistics, etc.) for issue resolution Monitor and follow up on open tickets to ensure timely closure within SLA Document resolution steps and update the knowledge base for future reference Proactively identify recurring issues and work with the leadership team to fix them at the root level Maintain a high level of professionalism, empathy, and ownership in every customer interaction Share daily/weekly reports on unresolved and resolved escalations with insights Must-Haves 1–3 years of experience in a Customer Resolution or Escalation Handling role (preferably in Healthtech, Insurance, Banking, or E-commerce) Strong written and verbal communication skills in English and Hindi Proven problem-solving and critical thinking skills Ability to handle pressure and multitask effectively Basic understanding of customer support platforms (Freshdesk, Zendesk, etc.) Bachelor's degree in any discipline Willingness to work from the Noida office and join immediately Good to Have Prior experience in Healthtech/Insurance Exposure to grievance handling or regulatory complaint management (e.g., IRDA, RBI, etc.) Knowledge of Excel and ticketing dashboards Job Types: Full-time, Permanent Pay: ₹29,000.00 - ₹32,000.00 per month Benefits: Health insurance Provident Fund Application Question(s): How Many Years of experience in Escalations\Resolution Department? How many years of experience in Customer Support Voice process? What is your currently in hand salary? Work Location: In person

Job Description – Customer Support Executive (EdPrime – Jaipur & Jodhpur) Position: Customer Support Executive Location: Jaipur & Jodhpur Company: EdPrime (School ERP & Learning Platform) Preference: Female About EdPrime EdPrime is a leading school management and digital learning platform, designed to empower schools with seamless technology integration. We are looking for a proactive and empathetic Customer Support Executive who can provide excellent assistance to schools, ensuring smooth operations and high customer satisfaction. Key Responsibilities: Act as the primary point of contact for school clients (administrators, teachers, and staff) in Jaipur and Jodhpur. Handle incoming queries via phone, email, chat, and ticketing systems, providing quick and accurate solutions. Assist schools in using EdPrime software features, modules, and tools effectively. Resolve technical or functional issues by coordinating with internal tech teams. Conduct online/offline training sessions and demos for school staff to improve platform usage. Maintain records of customer interactions, issues, and resolutions for reporting and analysis. Provide feedback to the product team based on customer pain points and feature requests. Ensure timely follow-ups, SLA adherence, and excellent customer experience. Collaborate with sales and implementation teams during onboarding of new schools. Requirements: Bachelor’s degree in any discipline (Education/IT background preferred). Experience: 1–3 years in customer support, preferably in EdTech, SaaS, or school ERP industry. Excellent communication skills (Hindi and English). Problem-solving mindset and ability to handle pressure. Basic technical knowledge (cloud platforms, mobile apps, and school ERP workflows). Strong organizational and time management skills. Proficiency in MS Office and CRM/ticketing tools (e.g., Freshdesk, Zoho). Why Join Us? Work with one of the fastest-growing EdTech platforms. Opportunity to engage with leading schools in Jaipur and Jodhpur. Growth-oriented and collaborative work environment. Competitive salary and performance-based incentives. To Apply: Send your CV with the subject line “Application – Customer Support Executive (Jodhpur)” to Hr@ebizneeds.com Job Types: Full-time, Permanent Pay: ₹15,000.00 - ₹20,000.00 per month Language: Hindi (Preferred) English (Preferred) Work Location: In person

Job Title: Technical Support Executive Location: Nellore Reports To: Technical Support Manager Job Summary: We are seeking a motivated and detail-oriented Technical Support Executive to assist customers with technical issues and provide product/service support. The role involves troubleshooting, problem-solving, and guiding users through technical processes. Key Responsibilities: Respond to customer queries via phone, email, or chat in a timely and professional manner. Diagnose and resolve hardware, software, and network-related issues. Guide customers through step-by-step solutions. Maintain logs of customer interactions, issues, and resolutions using ticketing systems. Escalate complex issues to higher-level support or engineering teams. Provide feedback to the product and development teams based on customer experiences. Follow up with customers to ensure issues are resolved satisfactorily. Stay updated with product knowledge and new features. Requirements: Bachelor's degree in Computer Science, IT, or related field (or equivalent experience). 0-1 months of experience in tech support or a similar role. Excellent problem-solving and communication skills. Familiarity with Windows/Mac OS, basic networking, and common software applications. Ability to remain calm and patient under pressure. Knowledge of helpdesk software (e.g., Zendesk, Freshdesk) is a plus. Preferred Skills: Strong customer service orientation. Basic scripting or technical troubleshooting skills. Ability to explain technical concepts clearly to non-technical users. Job Type: Full-time Pay: ₹12,000.00 - ₹15,000.00 per month Work Location: In person

Job Title: Tele caller – Inbound/Outbound Support Department: Customer Support Location: Sector 70, Noida Working Hours: 10:00 AM – 7:00 PM (Monday to Saturday) Experience Required: Minimum 1 year in telecalling or customer support Job Description: We are hiring a dedicated and customer-focused Telecaller (Inbound Support) to handle incoming calls and assist customers with timely resolutions. The ideal candidate should have strong communication skills in Hindi and English , basic Excel knowledge, and prior experience with customer support tools like Richpanel, Freshdesk, or Zoho Desk . Key  Responsibilities: Handle inbound and Outbound customer calls and provide clear, helpful resolutions. Manage and respond to customer queries using WhatsApp, Email Maintain accurate call records, customer information, and follow-up actions. Communicate fluently in Hindi and English (both verbal and written). Coordinate with internal departments for complex or escalated cases. Use Microsoft Excel to log data and prepare basic reports. Requirements: Minimum 1 year experience in tele calling/customer support. Strong verbal and written communication skills in Hindi and English . Calm, patient, and professional approach to handling customer concerns. Preferred Qualification: Graduate in any stream Experience in an inbound/outbound support role, preferably in e-commerce or services

Category: Software Development/ Engineering Main location: India, Karnataka, Bangalore Position ID: J0725-1862 Employment Type: Full Time Position Description: Company Profile: Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com. Position: Manager Consulting Delivery Experience: 13-16 years Category: Software Development/ Engineering Location: Bangalore/Hyderabad/Chennai/Mumbai Position ID: J0725-1862 Employment Type: Full Time Education Qualification: Bachelor's degree in computer science or related field or higher with minimum 12 years of relevant experience. The Support Manager is responsible for overseeing the daily operations of client support tickets, ensuring timely resolution, and maintaining high levels of customer satisfaction. This role requires a proactive leader who can manage a team of support consultants, analyze support trends, and continuously improve support workflows and client communication. Also responsible for the client SLAs. Your future duties and responsibilities: Ticket Management: Monitor and manage the ticket queue to ensure timely assignment, progress, and resolution of all client-raised issues. Set and enforce SLAs (Service Level Agreements) and escalate priority cases as needed. Analyze incoming ticket trends to identify recurring issues and recommend preventative solutions. Maintain comprehensive records of ticket status, resolution actions, and root causes. Team Leadership: Lead, mentor, and support a team of support agents, fostering a customer-first culture. Conduct regular team meetings to discuss metrics, challenges, and process improvements. Provide performance feedback and training opportunities to develop team capabilities. Client Communication: Act as the escalation point for complex or high-priority client issues. Ensure professional, prompt, and empathetic communication is maintained at all times. Collaborate with account managers and technical teams to deliver seamless customer support experiences. Process Improvement & Reporting: Continuously evaluate and optimize support workflows to enhance efficiency and effectiveness. Generate weekly and monthly reports on ticket volume, resolution time, SLA adherence, and customer satisfaction. Implement tools and automation where applicable to streamline ticket handling and reporting. Required qualifications to be successful in this role: Must to have Skills-5+ years of experience in a customer support or technical support environment, including 2+ years in a managerial role. Proven experience managing support ticketing systems (e.g., Zendesk, Jira, Freshdesk, ServiceNow). Strong analytical, organizational, and problem-solving skills. Preferred: Experience with customer success or CRM platforms. Exposure to SaaS or technology service environments. Key Competencies: Leadership and team management Client-focused mindset Strong communication skills (verbal and written) Analytical thinking and attention to detail Good to have Skills- Skills: Client Management Communications Management Delivery Management Project Management What you can expect from us: Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team—one of the largest IT and business consulting services firms in the world.

You will be the Customer Support Lead for Times Internet, an organization that creates premium digital products to simplify and enhance the lives of millions. As India's largest digital products company, Times Internet has a significant presence across various categories like News, Sports, Fintech, and Enterprise solutions. The portfolio includes iconic brands such as TOI, ET, NBT, Cricbuzz, Times Prime, and more, crafted to enrich experiences and bring users closer to their interests and aspirations. You will lead end-to-end customer support operations for premium users across Economic Times digital products, including ET Prime and ET Masterclass. Your responsibilities will include ensuring timely and empathetic resolution of queries, optimizing Freshdesk setup and workflows, developing chatbot experiences, collaborating with product and tech teams for AI training, designing automation workflows, analyzing support trends, conducting training for support executives, and acting as the voice of the customer internally. To excel in this role, you should have 4-7 years of customer support experience, with at least 2 years in a team lead or process owner role. Proficiency in using Freshdesk or similar CRM tools, managing chatbots and AI-driven solutions, understanding customer journey design, and working with analytics dashboards are essential. Excellent written and verbal communication skills, a data-driven mindset, and prior experience in supporting premium customers are preferred. If you are proactive, customer-obsessed, and skilled in deploying AI-driven automation to enhance customer experiences, this role offers an exciting opportunity to drive process improvements and elevate customer support operations at Times Internet. Join the team and help shape India Inc's views and opinions through innovative products and technologies!,

Company Description Supy is the operating system designed specifically for multi-branch restaurant groups. It helps control costs, streamline operations, and boost profitability by providing real-time insights, mobile stock counts, and supplier ordering. Supy integrates seamlessly with your POS, ERP, and accounting tools, enhancing visibility across all operations. Trusted by over 2,500 restaurants in 28 countries, Supy has offices in the UK, Australia, UAE, and Saudi Arabia. Role Description We're looking for a Customer Support Manager to build and lead our global support function from the ground up. This is a hands-on, strategic role where you’ll recruit and coach a remote support team, design workflows, set up SLAs, create documentation, and ensure every customer receives fast, empathetic, and effective support. Key Responsibilities Build and scale a high-performing remote customer support team Define support workflows, KPIs, SLAs, and escalation protocols Develop internal documentation and external help center content Create and deliver training materials for support agents and clients Track KPIs like FRT, resolution time, CSAT, SLA compliance, and QA scores Act as an escalation point for critical issues Work closely with Product, Engineering, and Customer Success to resolve recurring pain points Share feedback and insights to help improve product and support experience What You’ll Need 4–6+ years in SaaS customer support (including 3+ years in a managerial role) Experience building support functions in fast-growing SaaS or F&B tech companies Strong background in team coaching, QA, and process building Proficient with tools like Zendesk, Intercom, Freshdesk, Notion, etc. Excellent written and verbal communication in English High empathy, responsiveness, and problem-solving skills Ability to work independently and lead remote teams Based in India or nearby, and fully available during UAE working hours

Assistant Manager – Training & Quality Key Responsibilities Responsible for managing the Training and Quality vertical for the Delivery Executive (DE) support function within the contact center. The role focuses on improving the support experience through structured training programs, robust quality frameworks, and capability-building initiatives. The Two Objectives Of This Role Are To Drive consistent performance and learning outcomes. Enhance the delivery partner experience through quality assurance and training interventions. Job Duties Training Own end-to-end training life cycle – onboarding, nesting, floor refreshers. Prepare training calendars, track attendance, measure effectiveness through post-training evaluations and performance metrics. Identify training needs through performance data and quality audits. Create and update training content, SOP documents, and process decks in collaboration with policy/process teams. Facilitate process update sessions for agents and team leaders during feature rollouts or SOP revisions. Build and manage a pool of floor trainers. Quality Design and implement a QA framework covering voice, chat, and non-voice channels. Monitor agent performance on quality metrics like empathy, process adherence, communication, and accuracy. Conduct root cause analysis on repeat errors or DSAT drivers and recommend coaching interventions. Lead calibration sessions to ensure scoring consistency and align quality standards across teams. Maintain QA scorecards, feedback trackers, and RCA logs. Analytics & Reporting Prepare and publish regular dashboards for training coverage, quality scores, TNI trends, and error types. Track and report feedback TAT, audit accuracy, and effectiveness of interventions. Use performance data to highlight gaps and recommend improvements. People Manage and mentor a team of Trainers and Quality Analysts. Monitor team performance and provide timely feedback and coaching. Plan rosters, manage team schedules, and address administrative needs (attendance, leave, escalations). Ensure clarity of expectations and align the team to org-level goals and KPIs. Drive morale and team engagement; identify development opportunities and build succession pipelines. Organizational Participate in org-level projects such as new center launches, tool adoption, and curriculum revamps. Support operations during peak volume days or new launches. Collaborate with cross-functional teams (Policy, WFM, Tech, etc.) for seamless implementation of initiatives. Metrics for Performance Measurement QA score trend and audit accuracy Training completion and effectiveness scores Feedback TAT adherence Process compliance and documentation hygiene Attrition and absenteeism rates within T&Q team Stakeholder satisfaction and implementation of improvements Alignment to Swiggy values and partner-first mindset Good to Haves Required Excellent communication and facilitation skills Strong analytical and problem-solving skills Prior experience in managing Training/QA teams Proficiency in Excel, Google Sheets, and QA tools Exposure to customer/partner support environments (voice/chat/email) Ability to lead by example and build high-performing teams Comfortable working in rotational shifts if required Preferred(Not Mandatory) Certifications in training, coaching, or Six Sigma Knowledge of LMS and QA platforms (Ameyo, Freshdesk, NICE, etc.)

This role is for one of Weekday's clients Salary range: Rs 210000 - Rs 300000 (ie INR 2.1-3 LPA) Min Experience: 1 years Location: Chennai JobType: full-time Requirements We are seeking a proactive, detail-oriented, and empathetic Customer Support Specialist to join our growing team. In this role, you will be the first point of contact for our B2B customers, delivering prompt, accurate, and helpful support across multiple channels. You will play a pivotal role in ensuring a seamless and satisfying experience for businesses using our eCommerce platform. This role is ideal for someone with at least one year of experience in customer support , especially within the eCommerce or B2B sector , and who is passionate about resolving issues, understanding customer needs, and driving satisfaction through excellent service. You'll need outstanding verbal and written communication skills, and a strong ability to manage queries, complaints, and requests in a fast-paced digital environment. Key Responsibilities Customer Interaction: Respond to customer inquiries and support requests via email, phone, live chat, and other communication channels with clarity, professionalism, and empathy. Issue Resolution: Troubleshoot and resolve issues related to orders, payments, product listings, platform navigation, and other operational aspects of our B2B eCommerce platform. Documentation & Reporting: Accurately log customer interactions and feedback, contributing to documentation and knowledge base creation to support internal and external self-service solutions. Collaboration: Work closely with operations, product, logistics, and technical teams to escalate, follow up, and resolve customer concerns promptly. Customer Satisfaction: Track and ensure high customer satisfaction scores by delivering timely resolutions and following up on issues until full closure. Product Knowledge: Maintain up-to-date knowledge of our product catalog, pricing, platform updates, and company policies to guide customers efficiently. Feedback Loop: Share recurring customer concerns and feature requests with relevant teams to inform product and process improvements. Key Skills And Qualifications Experience: Minimum of 1 year in customer support, ideally in eCommerce, B2B sales, or SaaS-related environments. Communication: Strong command of English (spoken and written). Ability to explain complex ideas in a simple, empathetic, and friendly manner. Problem Solving: A structured approach to troubleshooting and resolving customer issues with a calm, solution-oriented mindset. Multitasking: Able to handle multiple conversations, prioritize tasks, and manage time effectively in a high-volume support environment. Tech Proficiency: Comfortable using customer support tools like Freshdesk, Zendesk, CRM systems, and ticketing platforms. Basic knowledge of eCommerce systems is a plus. Team Player: Willing to collaborate and learn from peers and open to feedback for continuous improvement. Customer-Centric Mindset: A passion for serving customers and going the extra mile to ensure a smooth user experience.

About Welspun Welspun World is one of India's fastest growing global conglomerates with businesses in Home Textiles, Flooring Solutions, Advanced Textiles, DI Pipes, Pig Iron, TMT bars, Stainless Steel, Alloy, Line Pipes, Infrastructure & Warehousing. At Welspun, we strongly believe in our purpose to delight customers through innovation and technology, achieve inclusive & sustainable growth to remain eminent in all our businesses. From Homes to Highways, Hi-tech to Heavy metals, We lead tomorrow together to create a smarter & more sustainable world. Job Purpose/ Summary Provide end-to-end L1 and L2 application support by monitoring alerts, troubleshooting issues, collaborating with cross-functional teams, performing root cause analysis, managing incidents through ITSM tools, and maintaining documentation, with proficiency in SQL, monitoring tools, and basic scripting knowledge. Job Title Product_Support_Engineer_IT_SSC Job Description We are looking for a motivated Product Support Engineer to join our team. In this role, you will act as the primary point of contact for customers, providing technical support and troubleshooting assistance for our products. You will work closely with cross-functional teams including engineering, product management, and sales to resolve customer issues efficiently and contribute to product improvements. The ideal candidate will have strong problem-solving skills, technical knowledge, and a passion for delivering exceptional customer service. Principal Accountabilities Troubleshooting, diagnosing, communicating, escalating, documenting, testing resolving, collaborating, training, monitoring, analyzing, reporting supporting, upgrading, advising, Application Support, Issue Resolution Documentation and Analysis, Monitoring, SQL, SOP Monitor application alerts, logs, and dashboards using tools like Grafana, Kibana, or custom portals Acknowledge and triage tickets raised through email, ITSM tools (e.g., Jira, ServiceNow, Freshdesk., or monitoring systems Provide first-level support for known issues by following SOPs and predefined resolution workflows Log and escalate unresolved issues to L2 support or engineering teams with necessary diagnostics Perform advanced troubleshooting of application issues (e.g.API failures, DB errors, latency. Query databases (e.g MySQL, PostgreSQL, Oracle. to validate and analyze incidents Collaborate with development, QA, and infrastructure teams to resolve underlying technical problems Participate in root cause analysis (RCA. and assist with bug fixes or data corrections Deploy patches configuration updates, or service restarts under controlled environments (non-prod/prod. Maintain documentation such as knowledge base articles, SOPs, and FAQs 2–3 years of experience in application support, with exposure to both L1 and L2 roles Good understanding of application architectures, APIs, and microservices (REST/SOAP. Experience using monitoring/logging tools (e.g., ELK Stack, Grafana, Prometheus. Proficient in SQL for data queries and validations Strong problem-solving and communication skills Basic knowledge java/python/JS is a plus Familiarity with ITIL concepts like incident, change, and problem management. Key Interactions Client Relations ,Training and Development ,Top Management,Mid Management,Junior Management Experience 2 Competency Name Competency Name Proficiency Level Information TechnologyExpert Technology skills(IT.Expert IT OperationsExpert Change ManagementExpert Problem SolvingExpert CollaborationExpert Business & Commercial acumenExpert Global Mind-setExpert EntrepreneurshipProficient People ExcellenceProficient Information TechnologyExpert Technology skills(IT.Expert IT OperationsExpert Change ManagementExpert Problem SolvingExpert CollaborationExpert Business & Commercial acumenExpert Global Mind-setExpert EntrepreneurshipProficient People ExcellenceProficient