Support Engineer 1

Role & responsibilities

• User Interaction & Initial Ticket Handling:

Receiving support requests via phone, email, or chat, and accurately logging them in ticketing system, ensuring all relevant information are captured

• Basic Troubleshooting & Resolution:

Diagnosing and resolving common software or application issues using knowledge base. Gathering necessary details to determine the severity of an issue and performing initial validation.

• User Support & Communication:

Providing friendly and timely technical support via phone, email, or chat, keeping users updated on ticket status.

• Escalation:

Identifying, documenting, and escalating complex or unresolved issues to L2/L3 support teams promptly, adhering to SLAs.

• Reports:

Generating various reports from the ticketing system including the monthly SLA report

Requirements and skills

• Experience: 2+ years of experience required in Support.
• Communication: Strong verbal and written skills for effective user interaction and communication.
• Problem-Solving: Basic troubleshooting ability and familiarity with applications.
• Technical Knowledge: Familiarity with ticketing systems (e.g., Jira), basic SQL, and MS Office
• Patience & Customer-Focus: Ensuring a high level of user satisfaction.
• Exposure to Insurance domain will be an added advantage

Immediate availability is preferred

Perks and benefits