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IT Customer Support

1 month ago

Guntur, Andhra Pradesh, India BeamX TechLabs Full time

Job Title: BTL-2507107

Job Title: IT Customer Support

Department: Customer Success / Support

Reports To: Support Manager

Location: Hyderabad (India)

Mode: Work From Home

Shift Time: EST and PST Timezone

Experience: 2 - 3 Years

Role Overview:

As an IT Customer Support representative, you will be the first point of contact for platform users, responsible for resolving Tier 1 and Tier 2 technical support issues, maintaining customer satisfaction, and contributing to the ongoing improvement of self-service support resources. This role combines hands-on troubleshooting, cross-functional collaboration, and clear customer communication, all within a structured SLA-based support environment.

Key Responsibilities:

Ticket Management & Technical Support

  • Triage, diagnose, and resolve Tier 1 and Tier 2 support tickets within SLA timelines.
  • Accurately classify ticket severity levels (Level 1–5) and escalate appropriately.
  • Verify CRM and inventory integrations (e.g., eLeads, VinSolutions, DriveCentric).
  • Configure dealer and group settings including CRM mappings and inventory feeds.
  • Respond promptly to user chats (within 5 minutes) through the support widget.
  • Follow up with customers, provide resolution summaries, and close tickets in the system.

Knowledge Base & Self-Service Enablement

  • Create and update at least 2 knowledge base articles or video guides per month.
  • Expand self-help documentation for setup guides, system configurations, and feature usage.
  • Contribute to AI-driven support content for better automated responses.

Process Improvement & Collaboration

  • Attend daily stand-ups and participate in weekly ticket and KPI reviews.
  • Work closely with engineering and product teams to replicate and validate reported bugs.
  • Proactively raise tickets based on monitoring alerts or recurring user issues.
  • Assist in feature testing and provide structured feedback to product stakeholders.

Must-Have Qualifications:

  • 2-3 years of experience in technical support, SaaS platforms, or helpdesk operations.
  • Familiarity with ticketing systems (e.g., Zoho Desk, Zendesk, Freshdesk) and SLA workflows.
  • Technical troubleshooting skills, including log analysis and system configuration.
  • Clear written and verbal communication in English.
  • Comfort using modern collaboration tools (Slack, Google Workspace, Jira, Confluence).

Nice-to-Have Skills

  • Experience with automotive CRM platforms or dealership workflows.
  • Knowledge of telephony platforms or APIs (e.g., Twilio).
  • Understanding of REST APIs and basic scripting (Python, Java) for diagnostics.
  • Familiarity with observability tools like Grafana or Prometheus.

Soft Skills & Attributes

  • High customer empathy and active listening.
  • Analytical thinking and root-cause problem solving.
  • Clear, structured communication with technical and non-technical users.
  • Strong attention to detail and process adherence.
  • Time management and multitasking across high-priority support issues.
  • Growth mindset and continuous learning orientation.