Tier 1 support specialist

3 weeks ago

Bengaluru, India VergeCloud Full time
Verge Cloud 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 Verge Cloud'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 Verge Cloud.

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