L1 SUPPORT AGENT | ENTERPRISE APPLICATIONS

WE ARE HIRING – L1 SUPPORT AGENT | ENTERPRISE APPLICATIONS

TestUnity is looking for L1 Support Agents to join our dedicated enterprise application support team, providing 24x7 L1 support for enterprise clients across Salesforce, Freshdesk, and ServiceNow.

Job Title: L1 Support Agent – Enterprise Applications
Openings: 3
Experience: 1–3 Years
Employment Type: Full-Time
Work Mode: Remote / Work from Office
Shift: 24x7 Rotating Shifts
Joining: Immediate

KEY RESPONSIBILITIES

• Receive and acknowledge incoming tickets across Salesforce, Freshdesk, and ServiceNow within the defined SLA window.
• Triage and categorise tickets based on type and priority (P1–P4).
• Resolve L1-scope issues independently, including password resets, user access, navigation queries, and basic configuration questions.
• Escalate P1/P2 issues and out-of-scope requests to the L2 team within the defined SLA.
• Maintain complete and accurate ticket documentation and resolution history.
• Prepare detailed shift handovers covering open incidents, current status, and pending actions.
• Identify recurring issues and anomalies and contribute to weekly SLA reporting.

REQUIRED SKILLS & EXPERIENCE

• 1–3 years of experience in customer support, service desk, helpdesk, or technical support.
• Hands-on experience with at least one of Salesforce, Freshdesk, or ServiceNow.
• Salesforce L1 Admin/User experience.
• Freshdesk / ITSM experience.
• ServiceNow L1 support experience.
• Strong understanding of ticket triage and SLA management.
• Strong written English communication skills.
• Ability to work independently during night and weekend shifts.
• Good documentation and shift handover practices.

GOOD TO HAVE

• ITIL Foundation Certification
• Salesforce Admin Certification
• ServiceNow CSA Certification
• FMCG domain experience
• Experience with WhatsApp Business workflows

SHIFT TIMINGS – IST

Morning Shift: 06:00 AM – 02:00 PM IST

Evening Shift: 02:00 PM – 10:00 PM IST

Night Shift: 10:00 PM – 06:00 AM IST

Each agent will be assigned one shift exclusively. Weekend rotation will be approximately one weekend in three. Shift preference will be considered during hiring.

Interested candidates can share their updated CV at:

[email protected]

Please mention your experience with Salesforce, Freshdesk, or ServiceNow along with your preferred shift.

Subject: L1 Support Agent – [Shift Preference]

#Hiring #L1Support #ServiceDesk #Salesforce #ServiceNow #Freshdesk #ITSupport #ITSM #TechnicalSupport #Helpdesk #CustomerSupport #ImmediateJoiners #TestUnity

Work Location: Remote