L0 Support Executive

12 hours ago

Villupuram, India QnQ Healthcare Pvt Ltd Full time

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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