Tier 1 Support Specialist

7 days ago

Bangalore Urban, India VergeCloud Full time

VergeCloud is rapidly scaling and redefining how businesses leverage CDN, cloud security, and edge computing. We empower businesses with cutting-edge cloud solutions, providing real-time visibility, analytics, and AI-driven operations across multiple industries. Join our dynamic, collaborative environment and contribute to shaping the future of cloud and edge computing.


Position Overview:

As a Tier 1 Support Specialist, you will serve as the first point of contact for our customers, providing initial technical assistance and solutions to address their inquiries and issues. This entry-level role requires strong communication skills, technical knowledge, and a customer-centric approach to ensure timely and effective support, contributing to a positive customer experience and overall user satisfaction.


Key Responsibilities:

● Customer Interaction:

○ Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.

○ Deliver friendly, professional, and empathetic support, maintaining a positive customer experience.

● Issue Resolution:

○ Actively listen to customer inquiries, gather relevant information, and provide accurate and appropriate solutions.

○ Diagnose and resolve basic technical issues using product expertise and available resources.

○ Escalate complex or unresolved issues to Tier 2 Support, tracking them through to resolution.

● Documentation & Communication:

○ Document customer interactions, including issues, solutions, and relevant details, in the support ticketing system.

○ Clearly explain technical solutions to customers, adjusting communication style to suit their technical proficiency.

○ Keep customers informed about the status of their inquiries, expected resolutions, and follow-up actions.

● Continuous Improvement:

○ Develop a foundational understanding of VergeCloud's products,

services, and basic technical functionalities.

○ Stay informed about product updates, changes, and common technical issues.

○ Seek feedback from customers to help improve support processes and enhance the customer experience.

○ Contribute to the maintenance and improvement of the knowledge base by documenting solutions and best practices.

● Collaboration:

○ Collaborate effectively with colleagues and higher-tier support teams to

ensure prompt resolution of customer issues.

○ Share insights and trends from customer inquiries to help identify potential product improvements or training needs.


Requirements:

Educational Background:

Bachelor’s Degree in Information Technology, Information Systems, Computer Science, or a related field.


Experience:

 2+ years of experience in a technical support role or similar customer-

facing position.


Technical Skills:

○ Good understanding of networking concepts, computer hardware, operating systems, and software applications.

○ Familiarity with help desk software, ticketing systems, or CRM tools is beneficial.

 

Soft Skills:

○ Strong customer service skills with a passion for assisting customers with technical inquiries.

○ Excellent communication skills, both written and verbal, tailored to diverse audiences.

○ Ability to work in a fast-paced environment, handle multiple tasks, and adapt to evolving priorities.


Other:

Flexible to work in a 24/7 support environment, including nights and

weekends as needed.


Why Join Us?

● Competitive salary with performance-based incentives.

● Be part of a high-growth company defining the future of cloud and edge

computing.

● Work in a dynamic, collaborative environment where your technical expertise directly influences business success.

● Comprehensive benefits package, including Industry Best EAP and Medical Insurance.

● Opportunities for professional growth and advancement within VergeCloud.


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