Customer Support Analyst

1 day ago

Bengaluru, India Netradyne Full time

Senior Customer Support Analyst – Job Description

At Netradyne, we are redefining fleet and road safety through cutting-edge AI and Edge Computing technologies. Our flagship product, Driver
•i, empowers organizations to significantly reduce road incidents, enhance driver performance, and improve operational transparency. With offices in Bangalore and San Diego, we are committed to delivering exceptional customer experiences globally.

Role Overvie

wThe
Senior Customer Support Analys
t serves as a key liaison between Netradyne and our customers, ensuring timely and effective resolution of technical issues and service requests. This role demands a high level of customer centricity, technical acumen, and communication excellence. The ideal candidate will have experience supporting US and international customers, with a strong grasp of SaaS technologies and a proactive, solution-oriented mindset

**.

Key Responsibiliti**

esCustomer Case Manageme

  • ntOwn and manage customer support cases from initiation to resolutio
  • n.Document all interactions with precision and maintain high-quality standard

s.Technical Support & Troubleshooti

  • ngConduct deep-dive investigations into complex technical issue
  • s.Provide remote support via phone, email, and cha
  • t.Collaborate with internal technical teams to resolve reported issue

s.Cross-Functional Collaborati

  • onCoordinate with cross-functional teams to ensure timely resolutio
  • n.Keep customers informed about case progress and resolution timeline

s.Process & Service Optimizati

  • onFollow established support processes while remaining adaptabl
  • e.Identify and contribute to service and process improvement

s.Technology & Too

  • lsStay current with product knowledge and enhance technical skill
  • s.Use Generative AI tools (e.g., ChatGPT, Microsoft Copilot) to improve support efficienc
  • y.Utilize ITSM/CRM tools, preferably Salesforc

e.Performance & SLA Adheren

  • ceEnsure support operations meet SLA-defined response and resolution timeline

**s.

Qualifications & Experie**

  • nceBachelor's degree in Computer Science or a related fie
  • ld.4–7 years of relevant technical support experien
  • ce.Proficiency in SQL and database manageme
  • nt.Strong written and verbal communication skills in Engli
  • sh.Experience supporting US and international custome
  • rs.Solid understanding of SaaS technologies and architectu
  • re.Ability to empathize with customers and de-escalate challenging situatio
  • ns.Strong problem-solving skills and attention to deta
  • il.Team-oriented with a proactive and ownership-driven attitu
  • de.Willingness to work rotational shifts, primarily during US business hours (India night shift

**s).

Work Environment & Condit**

  • ionsThis i
    s a work-from-of
    fice role based
    in Banga
    l
  • ore.24/7 support coverage with rotational shi
  • fts.Weekly offs may not align with weeke
  • nds.Night shift employees are eligible for cab facilit
  • ies.Leave policies are aligned with US and international support schedu

les.

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