L2 Support Representatives

16 hours ago

Bengaluru, Karnataka, India 2710b485-fbc3-415b-ba5b-fd3c3d6f8afe Full time ₹ 1,80,000 - ₹ 2,14,000 per year

Job Description

We are hiring L2 Support Representatives to handle advanced customer queries, technical troubleshooting, and account-related issues for an online product platform. The role requires strong communication skills, problem-solving ability, and accuracy in documentation.

Key Responsibilities

  • Handle customer inquiries via email/chat with timely and professional responses.
  • Troubleshoot platform issues (UI, connectivity, functionality) and create technical tickets when needed.
  • Resolve account, registration, content, and general support requests.
  • Manage customer complaints with empathy and provide effective solutions.
  • Make decisions on refunds/compensation as per guidelines.
  • Escalate legal, compliance, security, or complex technical cases to appropriate teams.
  • Coordinate with Billing, Payment Support, and internal teams for issue resolution.
  • Maintain accurate case records and prepare basic reports on recurring issues.
  • Stay updated on internal processes, participate in training, and support knowledge-sharing.

Required Skills

  • Minimum 2 years of email/chat-based customer support or L2 support experience.
  • Excellent English communication skills (written & verbal).
  • Strong troubleshooting, analytical, and decision-making abilities.
  • High attention to detail and sense of responsibility.
  • Quick learner with the ability to guide peers when required.
  • Strong computer and web-application proficiency.

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