
L0 Support Executive
1 day ago
We are seeking an empathetic, organized, and proactive L0 Support Executive to serve as the first line of support and the primary liaison between end-users and the technical teams.
**Key Responsibilities**
**User Interaction & Issue Intake**
- Log, categorize, and prioritize incidents using the internal ticketing system with high accuracy and clarity.
**Issue Triage & Escalation**
- Perform basic initial analysis or checks before routing to L1/L2 technical teams.
- Escalate issues with sufficient context, logs, and user inputs to facilitate quick resolution.
- Monitor ticket queues, follow up on unresolved incidents, and ensure SLA compliance.
**User Communication & Coordination**
- Keep users informed about issue status, expected resolution timelines, and workaround suggestions.
- Act as the communication bridge between users and backend support or development teams.
**Process Documentation & Reporting**
- Maintain detailed records of support requests, incident logs, and user feedback.
- Assist in preparing daily, weekly, and monthly support reports to identify recurring patterns or gaps.
**Knowledge Sharing & User Guidance**
- Assist in onboarding new users with system access and orientation on available tools.
**Required Qualifications**
- Bachelor’s degree or diploma in any discipline with strong communication and coordination skills.
- 1-2 years of experience in IT support, customer service, or coordination roles.
**Preferred Qualifications**
- Familiarity with ERP/POS systems and basic ticketing tools.
- Comfort using remote access tools like AnyDesk, TeamViewer, or RDP.
- Exposure to IT service desk operations or ITIL-based environments is a plus.
- Strong interpersonal skills with an emphasis on clarity, patience, and problem ownership.
**Tools & Systems You’ll Use**
- Ticketing Platforms (e.g., Freshdesk, Zoho Desk, or internal systems)
- Remote Support: AnyDesk, TeamViewer, RDP
- Reporting: Excel, Dashboards, Logs
Pay: ₹10,000.00 - ₹15,000.00 per month
**Benefits**:
- Health insurance
- Provident Fund
Schedule:
- Day shift
Work Location: In person
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