We are hiring for the role of Customer Support Analyst at CommerceIQ. This is a full-time opportunity based in Bengaluru, Karnataka, India. As a Customer Support Analyst, you will be responsible for handling day-to-day support operations and ensuring customer satisfaction. You should have good problem-solving skills, strong communication skills, and a general knowledge of SAAS/cloud solutions and ecommerce platforms. The ideal candidate should also have working knowledge of SQL, Servicedesk/Freshdesk/ticketing platforms, MS Excel, and JIRA. If you are a quick learner, responsive, and able to work efficiently in a demanding and fast-paced environment, we would love to hear from you.
Job Level: Customer Support Engineer L2
Job description with responsibilities:
We are looking for a passionate IT support professional with good problem solving & communication skills to handle day-to-day support operations and deliver high value by ensuring customer satisfaction.
Roles & Resposibilities :-
- Triage tickets with proper identification, classification & coordination with engineering & customer success teams; troubleshoot & address reported issues to drive resolution within SLA and while adhering quality
- Manage critical events/outages & clearly document/publish RCAs.
- Contribute to team documentation, tools & SOPs.
- Participate in continuous improvement efforts/formulation of processes & workflows to improve operational efficiency
- Create reports via Spreadsheets/Excel on adhoc basis
Qualifications and requirements :-
- Engineering degree(preferable) with 2-3 yrs of IT support experience
- General knowledge of SAAS/cloud solutions & ecommerce platforms.
- Tech bar: working knowledge of SQL, Servicedesk/Freshdesk/ticketing platforms, MS Excel, JIRA
- Skills: Quick learner, strong analytical skills, responsive, takes ownership and drives results, ability to multitask with precision, ability to work efficiently in a demanding and fast paced environment
