1st Line Customer Support Engineer

Department: Support & Education Services

Employment Type: Permanent

Location: Bengaluru, Karnataka, India, Bangalore, Hybrid

Responsibilities

• 
  Respond to customer inquiries through phone, chat, and email. 
  
  
• 
  Research, diagnose, and resolve issues using support tools and documented procedures. 
  
  
• 
  Escalate complex issues to senior team members or 2nd Line Support. 
  
  
• 
  Apply established methods and concepts to solve customer problems. 
  
  
• 
  Describe technical and functional procedures to customers and internal teams. 
  
  
• 
  Review systems and processes and recommend improvements. 
  
  
• 
  Contribute ideas for problem resolution for leaders to review. 
  
  
• 
  Maintain accurate case records in ticketing systems. 
  
  
• 
  Identify recurring issues and propose adjustments to workflows or knowledge bases. 
  
  
• 
  Provide informal mentoring and daily support to less experienced colleagues. 
  
  
• 
  Work independently under general supervision and meet defined operational targets. 
  
  

Skills, Knowledge & Expertise

• 
  Experience in customer support or a similar role. 
  
  
• 
  Good understanding of 1st Line Support tools, practices, and workflows. 
  
  
• 
  Ability to diagnose issues using structured methods and prior knowledge. 
  
  
• 
  Strong communication and customer service skills. 
  
  
• 
  Ability to work independently with clear objectives. 
  
  
• 
  Ability to document issues and solutions accurately. 
  
  
• 
  Familiarity with help desk and incident management systems. 
  
  
• 
  Ability to support and guide less experienced team members informally. 
  
  
• 
  Ability to communicate (written/spoken langauge) in French or Spanish (B2 level).