· Designation: Technical Customer Support
· Location: Bangalore (Remote, with on-site work during IST as needed)
· Experience: 3-5 years
· Work Timings: (Rotational US Shift) changes every two weeks. (7 PM To 3 AM IST and 11 PM To 7 AM IST).
The Role
· We are seeking a customer-focused, proactive, and analytical L1 Customer Support Specialist to join our dynamic team. As an L1 Customer Support Specialist, you will be the first point of contact for our clients, providing timely assistance and resolving technical issues to ensure a seamless customer experience.
Responsibilities
· Provide first-level technical support and consultation for issues, requests, and questions reported by Customers and Customer Account Strategy teams for deployed solutions. Be the first responders and own it!
· Respond and Resolve basic products, solutions, and analytics issues within defined SLAs.
· Monitoring and Reporting of customers’ scheduled campaign/transaction activities – Utilize monitoring tools to detect and report P1 issues/outages during scheduled customer campaigns or transactions, upon request from customer account strategy teams.
· Gather product experience and functional metrics for Customer Operational reviews.
· Co-ordinate with CSM, TC/SC, L2/L3, and Product teams as required for request/issue resolution
· Coordinate with the Revenue Operations Team to maintain Jira ticketing dashboards for reporting and Org level communication
· Ensure accurate documentation of all issues, actions, and resolutions in ticketing systems.
· Assist customers with product usage-related queries, including navigation, system configurations, and feature adoption assistance.
· Participate in knowledge transfer sessions with CSM, TC/SC, L2/L3, and Product teams to continually upskill and improve efficiency.
· Follow escalation protocols for major incidents and outages, providing timely updates to stakeholders.
· Contribute to improving the internal knowledge base by documenting common issues and their resolutions.
Qualifications
· Excellent communication skills.
· Team-first attitude and uncompromising attention to detail.
· Ability to work in rotational shifts. This role requires only night shifts, with 5 days working. and 2 days off on a rotational basis.
· BTech/BCA or equivalent course.
· Passionate about customer support, problem solver and analytical.
· Experienced in building workflows, preferably in the RPA domain.
· Expertise in Observability and Monitoring of applications, services, and networks at scale.
· Experience in technical troubleshooting, and solution performance optimization.
· Must have experience working with US-based customers.
· Insurance and Healthcare industry experience would be preferable.
Benefits
- Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful. Our internal NPS of over 65 speaks for itself - employees recommend Ushur as a great place to work! Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact!
- Rest and Relaxation. 20 days of flexible leaves per year, Monthly Wellness Day (aka a day off to care for yourself) and more!
- Health Benefits. Preventive health checkups, Medical Insurance covering the dependents, wellness sessions, and health talks at the office
- Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Certification courses are reimbursed. Ushur Community offers wide resources for our employees to learn and grow.
- Flexible Work. In-office or hybrid working model, depending on position and location. We seek to create an environment for all our employees where they can thrive in both their profession and personal life.
