Support Associate (L1 Support)

Support Associate serves as the first point of contact for customers seeking assistance with Semnox products and services. The primary responsibility of this role is to deliver high-quality Level 1 (L1) support by handling routine customer queries, performing standard operational requests, resolving issues using documented procedures, and ensuring timely ticket triaging and routing.

The role focuses on providing excellent customer service while ensuring that customer incidents and service requests are accurately logged, categorized, prioritized, and resolved or escalated in accordance with established Service Level Agreements (SLAs).

• Serve as the first point of contact for customer queries received through the ticketing system, email, phone, or other approved communication channels.

• Acknowledge customer incidents and service requests within defined SLA timelines.

• Accurately log, categorize, prioritize, and assign customer tickets.

• Resolve routine customer issues using approved Knowledge Base articles and Standard Operating Procedures (SOPs).

• Escalate unresolved or technically complex issues to the appropriate Technical Support Analyst.

• Ensure customers receive timely updates throughout the ticket lifecycle.

• Follow up with customers to confirm successful resolution before ticket closure.

Planned Operations

• Execute documented operational requests

• Scheduled maintenance activities

• Standard health checks

• Routine system verification tasks

• Complete all operational requests in accordance with approved work instructions.

Ticket Management

• Ensure every customer interaction is documented accurately.

• Capture complete information required for efficient issue resolution.

• Identify duplicate tickets and consolidate where appropriate.

• Monitor pending tickets and follow up with customers for required information.

• Ensure tickets are routed to the correct support group whenever escalation is required.

Customer Experience

• Deliver professional, courteous, and empathetic customer service.

• Clearly communicate issue status and expected timelines.

• Build positive customer relationships through effective communication.

• Handle customer interactions in accordance with company service standards.

Knowledge Management

• Use Knowledge Base articles while resolving customer issues.

• Identify outdated documentation and recommend improvements.

• Contribute suggestions for Frequently Asked Questions (FAQs).

• Participate in product and process training programs.

Team Collaboration

• Work closely with Technical Support Analysts to ensure smooth ticket handover.

• Participate in daily team meetings.

• Share customer feedback and recurring issues with the team.

• Support continuous improvement initiatives within the Customer Support function.

What we look for in a candidate:

• Experience Education:
  • Bachelor's degree or diploma in Computer Science, Information Technology, Engineering, BCA, B.Sc. (Computer Science), or a related discipline.
  • 1?3 years of experience in Customer Support, Service Desk, Help Desk, Technical Support, or a customer-facing role.
• Technical Knowledge:
  • Basic understanding:
    • Windows Operating Systems
    • Microsoft Office
    • Internet and web browsers
    • Basic SQL concepts (preferred)
    • Client-server applications
    • Basic networking concepts
    • Ticketing systems (Freshdesk or similar is an advantage)
• Functional Competencies:
  • Customer Service
  • Ticket Management
  • Process Compliance
  • Documentation
  • Time Management
  • Basic Troubleshooting
  • Attention to Detail
  • Communication Skills
  • Learning Agility
  • Team Collaboration
• Behavioural Competencies:
  • Customer-first mindset
  • Positive attitude
  • Willingness to learn
  • Professionalism
  • Accountability
  • Reliability
  • Patience
  • Adaptability
  • Willingness to work in shifts
  • Integrity
  • Teamwork

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.