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Open nowPosted 380 days ago

Customer Support Analyst (US Team)

SmartDocs25 open roles

Where
Jaipur
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Your applicationOpen nowCustomer Support Analyst (US Team)SmartDocs · Jaipur

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The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 380 days ago

The posting

Customer Support Analyst (US project)

Position Overview:

We are seeking a highly motivated and customer-focused Customer Support L1/ L2 professional to join our team. The ideal candidate will be the first point of contact for clients, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional client experience. This role requires excellent communication skills, a strong problem-solving mindset, and a client first mindset.

Shift Timing:

This is a night shift position: 10:00 PM – 7:00 AM IST. Candidates must be open to working in this schedule.

Responsibilities:

  • Act as the first line of support for client queries and concerns over calls & email.
  • Provide prompt and professional assistance to resolve issues effectively.
  • Gather relevant information to diagnose and troubleshoot basic technical issues.
  • Escalate complex or unresolved issues to Level 2 support or relevant technical teams while ensuring clear communication and proper documentation.
  • Follow up with clients to ensure issues are fully resolved and satisfaction is achieved.
  • Maintain accurate records of client interactions, troubleshooting steps, and resolutions in the ticketing system.
  • Update knowledge bases and FAQ documents with new solutions and common issues.
  • Work closely with cross-functional teams (e.g., development, QA, operations) to identify and resolve recurring issues.
  • Communicate client feedback and feature requests to appropriate stakeholders.
  • Continuously identify opportunities to improve support processes and the client experience.
  • Stay updated on new product features, updates, and changes.

Skills & Qualifications:

  • Excellent communication skills in English (written and spoken).
  • Strong problem-solving and active listening skills with customer empathy.
  • Basic understanding of software/product functionality.
  • Hands-on experience with modern CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Jira).
  • Ability to prioritize tasks effectively in a fast-paced environment.
  • Patience and professionalism when managing challenging situations.
  • Team player with a willingness to collaborate with cross-functional teams.

Experience & Education:

  • 0 – 5 years of experience in Customer or Technical support or similar role in a software firm.
  • Bachelor’s degree in any discipline; background in Computer Science, IT, or related fields preferred.

This role offers an excellent opportunity to grow within a dynamic and client-centric environment. If you are passionate about delivering exceptional customer service and have a knack for problem-solving, we would love to hear from you!

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