Support Analyst

Confidential (via Talento HR)

Bengaluru · Hybrid · Full-time · 2-4 years experience

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About the role

Customer Support Analyst(L2 Support)-To support volumes and capability to handle L2 support with the team

Experience-2-4 Yrs

Location: Bengaluru

Shift: 8 am to 8 PM EST (5:30 PM to 5:30 AM INDIA)

Job Description

Role Responsibilities

• Application/Technical Support: Respond to inbound support requests via help desk platforms (e.g., Zendesk), phone, email, or chat. Triage and prioritize assistance needed, and resolve issues related to software, hardware, or system usage.

• Training & Guidance: Provide baseline training and guidance to clients and providers on client applications

• Issue Identification & Escalation: Identify system issues, document and report them to the Development Team, and escalate unresolved or complex cases to higher-level support or engineering teams.

• Documentation: Maintain accurate records of support interactions, document solutions, and contribute to the knowledge base.

• Customer Satisfaction: Ensure client satisfaction by delivering prompt, professional, and effective support.

Skill and Qualification Requirements

• Technical Proficiency: Strong command of applications, general IT troubleshooting, and familiarity with help desk platforms.

• Communication: Excellent verbal and written communication skills; able to explain technical concepts clearly to non-technical users.

• Problem-Solving: Analytical thinking and attention to detail; able to diagnose and resolve technical issues efficiently.

• Customer Service: Demonstrated ability to provide high-quality customer support and maintain professionalism under pressure.

• Teamwork: Ability to work independently and collaboratively within a team environment.

• Experience: Typically requires 1–2 years of experience in a customer service or technical support role, preferably in a call center or SaaS environment.

• Bachelors in Computer Science, IT, Computer Information Systems

Tools and Systems Used

• Slack

• JIRA

• Teams/Sharepoint

• Zendesk

Skills