L1 L2 Support Engineer

Roles and Responsibilities :

• Provide technical support to clients through phone, email, or chat for issues related to software applications.
• Troubleshoot and resolve customer complaints in a timely and professional manner.
• Collaborate with internal teams to identify root causes of issues and implement solutions.
• Document all interactions with customers using ticketing tools like ServiceNow.

Job Requirements :

• 2-6 years of experience in application support, client servicing, or product support role.
• Strong understanding of IT support L1 processes and US process knowledge preferred.
• Excellent troubleshooting skills with ability to resolve complex technical issues independently.
• Proficiency in ticketing tools such as ServiceNow or similar platforms.