Job Title:BTL-2507107 Job Title : IT Customer Support Department:Customer Success / Support ReportsTo : Support Manager Location:Hyderabad (India) Mode:Work From Home Shift Time:EST and PST Timezone Experience : 2 - 3 YearsRole Overview: As an IT Customer Support representative, you will be the first point of contact for platform users, responsible for resolving Tier 1 and Tier 2 technical support issues, maintaining customer satisfaction, and contributing to the ongoing improvement of self-service support resources. This role combines hands-on troubleshooting, cross-functional collaboration, and clear customer communication, all within a structured SLA-based support environment.Key Responsibilities: Ticket Management & Technical Support Triage, diagnose, and resolve Tier 1 and Tier 2 support tickets within SLA timelines. Accurately classify ticket severity levels (Level 1–5) and escalate appropriately. Verify CRM and inventory integrations (e.g., eLeads, VinSolutions, DriveCentric). Configure dealer and group settings including CRM mappings and inventory feeds. Respond promptly to user chats (within 5 minutes) through the support widget. Follow up with customers, provide resolution summaries, and close tickets in the system. Knowledge Base & Self-Service Enablement Create and update at least 2 knowledge base articles or video guides per month. Expand self-help documentation for setup guides, system configurations, and feature usage. Contribute to AI-driven support content for better automated responses. Process Improvement & Collaboration Attend daily stand-ups and participate in weekly ticket and KPI reviews. Work closely with engineering and product teams to replicate and validate reported bugs. Proactively raise tickets based on monitoring alerts or recurring user issues. Assist in feature testing and provide structured feedback to product stakeholders.Must-Have Qualifications: 2-3 years of experience in technical support, SaaS platforms, or helpdesk operations. Familiarity with ticketing systems (e.g., Zoho Desk, Zendesk, Freshdesk) and SLA workflows. Technical troubleshooting skills, including log analysis and system configuration. Clear written and verbal communication in English. Comfort using modern collaboration tools (Slack, Google Workspace, Jira, Confluence).Nice-to-Have Skills Experience with automotive CRM platforms or dealership workflows. Knowledge of telephony platforms or APIs (e.g., Twilio). Understanding of REST APIs and basic scripting (Python, Java) for diagnostics. Familiarity with observability tools like Grafana or Prometheus.Soft Skills & Attributes High customer empathy and active listening. Analytical thinking and root-cause problem solving. Clear, structured communication with technical and non-technical users. Strong attention to detail and process adherence. Time management and multitasking across high-priority support issues. Growth mindset and continuous learning orientation.
Job Title
IT Customer Support