L1 Support Engineer

L1 Support Engineer Handle first-line queries via phone, email, or chat. Assist customers with login, job card creation, invoice generation, and appointment scheduling. Document issues in the ticketing system (example

• Freshdesk/Zendesk/Zoho Desk). Escalate unresolved issues to L2 support. Provide role-based guidance (technician, advisor, receptionist, accounts staff).

Requirements

Bachelor’s in IT/Computer Science or related field. L1: 0–2 years in IT/Customer Support (preferably SaaS). Familiarity with SaaS platforms, ticketing tools, and CRM systems. Strong communication skills (English + Hindi/Marathi preferred). Ability to work in rotational shifts. L1: First Response Time, Ticket Closure Rate, Customer Satisfaction Score.