VergeCloud | Tier 1 Support Specialist

1 day ago

Delhi, 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 toensure 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 andweekends as needed.

Why Join Us?● Competitive salary with performance-based incentives.● Be part of a high-growth company defining the future of cloud and edgecomputing.● 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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