Provides first-line customer and technical support through calls and email, troubleshoots basic software issues, documents resolutions, escalates complex cases, and follows up to ensure customer satisfaction. Maintains knowledge bases and FAQs, collaborates with development, QA, and operations teams, communicates feedback and feature requests, and identifies improvements to support processes. Requires strong English communication, empathy, problem-solving skills, ticketing-system experience, and availability for a night shift.
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!
SmartDocs Inc Palo Alto, California, USA Office
Palo Alto, CA, United States
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