3,224 Tier 1 Support jobs in India
Tier 2 Support Engineer
Bengaluru, Karnataka
Papaya Global
Posted 5 days ago
Job Viewed
Job Description
Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries.
Papaya Global is looking for a highly skilled Tier 2 Support Engineer to elevate our technical support team in India. This role is crucial in strengthening the team’s technical expertise, ensuring high-quality customer service, and acting as a bridge between support, R&D, and product teams.
As a Tier 2 Support Engineer, you will mentor team members, handle complex technical investigations, and collaborate cross-functionally to improve processes and best practices. If you’re an experienced SaaS professional with deep technical knowledge and leadership abilities, this role is for you!
You will:
- Serve as the technical expert for the support teams.
- Provide mentorship, training, and knowledge-sharing sessions to enhance team capabilities.
- Lead complex technical investigations and guide team members on troubleshooting best practices.
- Handle escalated, high-complexity technical cases, ensuring quick and effective resolution.
- Work closely with customers to debug and resolve critical platform issues.
- Develop and maintain knowledge base (KB) articles to enhance self-service support.
- Act as the main liaison between Support, R&D, and Product teams to troubleshoot and resolve technical issues.
- Advocate for customer needs by identifying recurring issues and driving resolutions.
- Guide internal teams on best support practices to improve
- Investigate system logs, database queries, and API communications to diagnose issues.
- Utilize tools like Salesforce, Coralogix, AWS, Slack, GitHub, and Databases for technical analysis.
- Contribute to process improvements and automation initiatives as the role evolves.
Requirements:
- 5+ years of experience in global SaaS technical support (must-have).
- Strong proficiency in SQL, API troubleshooting, and web debugging.
- Experience analyzing logs and understanding service-to-service communications in a cloud-based environment.
- Prior experience mentoring or leading technical teams is a big plus.
- Strong ability to communicate complex technical concepts to different stakeholders.
- Experience working cross-functionally with R&D and Product teams.
- Ability to work in a hybrid model (India-based).
- Passion for customer success and technical problem-solving.
This advertiser has chosen not to accept applicants from your region.
0
Tier 2 Support Specialist
751005 Bhubaneswar, Orissa
₹45000 Annually
WhatJobs
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Tier 2 Support Specialist to join their technical support team. This role is crucial for providing advanced troubleshooting and resolution for customer inquiries and technical issues that cannot be resolved at the first level. The ideal candidate will possess strong analytical skills, a deep understanding of common software and hardware problems, and exceptional communication abilities to guide customers through complex solutions. You will be responsible for diagnosing, documenting, and resolving escalated support tickets, ensuring high levels of customer satisfaction and minimizing service disruptions. This role requires a proactive approach to identifying recurring issues and contributing to knowledge base improvements.
Key responsibilities include:
Qualifications:
This hybrid role offers the flexibility to work remotely some days and collaborate in person at our office in Bhubaneswar, Odisha, IN on others. Join us to make a significant impact on customer experience.
Key responsibilities include:
- Investigating and resolving complex technical issues escalated from Tier 1 support.
- Diagnosing hardware, software, and network problems for end-users.
- Providing clear and concise technical guidance and solutions to customers via phone, email, and chat.
- Documenting all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Collaborating with Tier 3 support and engineering teams to escalate and resolve complex problems.
- Contributing to the creation and maintenance of a comprehensive knowledge base with FAQs, troubleshooting guides, and technical articles.
- Identifying trends in support issues and recommending preventative measures or product improvements.
- Providing feedback to management on customer pain points and recurring technical challenges.
- Ensuring adherence to service level agreements (SLAs) for ticket resolution times.
- Assisting in the training and mentoring of Tier 1 support staff.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 3 years of experience in technical support, with at least 1 year in a Tier 2 role.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with network protocols and troubleshooting.
- Excellent analytical and problem-solving skills.
- Strong written and verbal communication skills.
- Customer-centric attitude with a passion for helping others.
- Ability to work independently and manage time effectively under pressure.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
This hybrid role offers the flexibility to work remotely some days and collaborate in person at our office in Bhubaneswar, Odisha, IN on others. Join us to make a significant impact on customer experience.
This advertiser has chosen not to accept applicants from your region.
1
Remote Tier 2 Customer Support Specialist
226002 Lucknow, Uttar Pradesh
₹65000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative SaaS solutions, is seeking a dedicated and highly skilled Tier 2 Customer Support Specialist to join their fully remote global support team. This role is crucial in providing advanced technical assistance and exceptional service to our valued customers, ensuring swift resolution of complex issues and maintaining high levels of customer satisfaction. As a Tier 2 specialist, you will handle escalated tickets from Tier 1 support, delve deeper into intricate technical problems, and act as a subject matter expert on our product suite. The ideal candidate possesses strong analytical and troubleshooting skills, a comprehensive understanding of software systems, and outstanding communication abilities to guide customers through complex solutions. Responsibilities include diagnosing and resolving advanced software and hardware issues, investigating bug reports, and collaborating closely with engineering and product development teams to identify root causes and implement fixes. You will also be responsible for creating detailed technical documentation, contributing to the knowledge base, and assisting in training Tier 1 support agents. Proactive engagement with customers, anticipating potential issues, and providing solutions to prevent future problems are highly valued. We are looking for a self-motivated individual who thrives in a remote work environment, excels at problem-solving under pressure, and is passionate about delivering outstanding customer experiences. The ability to manage multiple complex issues simultaneously, prioritize effectively, and communicate technical information clearly to both technical and non-technical audiences is essential. This is an excellent opportunity to advance your career in technical support with a company that values expertise and customer success. Join our dynamic remote team and make a significant impact on our customer's experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Handle escalated customer support tickets requiring in-depth technical knowledge.
- Diagnose, troubleshoot, and resolve complex software and system issues.
- Investigate bug reports and work with engineering teams on resolution strategies.
- Serve as a subject matter expert on the company's products and services.
- Develop and update technical documentation and knowledge base articles.
- Provide training and mentorship to Tier 1 support staff.
- Communicate effectively with customers, providing clear updates and solutions.
- Identify trends in customer issues and provide feedback for product improvement.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 3-5 years of experience in technical support, with a focus on Tier 2 or higher.
- Proven ability to troubleshoot complex software and system issues.
- Strong understanding of SaaS platforms, databases, and operating systems.
- Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
- Excellent analytical, problem-solving, and critical thinking skills.
- Outstanding written and verbal communication skills.
- Ability to work independently and collaboratively in a remote team environment.
This advertiser has chosen not to accept applicants from your region.
2
Remote Tier 2 Customer Support Specialist
695001 Thiruvananthapuram, Kerala
₹35000 Monthly
WhatJobs
Posted 20 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled and empathetic Remote Tier 2 Customer Support Specialist to join their dedicated support team. In this fully remote role, you will be the primary point of contact for resolving complex customer issues that have been escalated from Tier 1 support. Your mission will be to provide exceptional technical assistance and customer service, ensuring customer satisfaction and retention. You will delve deep into technical problems, diagnose issues, and implement effective solutions, often involving troubleshooting software, hardware, or service-related inquiries. This position requires a comprehensive understanding of the company's products and services, as well as strong analytical and problem-solving abilities. You will need to effectively communicate technical information to customers with varying levels of technical expertise, both through written and verbal channels. Responsibilities include documenting customer interactions and solutions in a CRM system, collaborating with engineering and product teams to identify and resolve recurring issues, and contributing to the knowledge base with detailed solutions and guides. The ideal candidate is patient, detail-oriented, and possesses outstanding communication skills. You must be a self-motivated individual capable of managing your time efficiently and working independently in a remote setting. A passion for helping customers and a commitment to providing top-tier support are essential. This is an excellent opportunity to grow your career in customer support with a company that values its employees and embraces remote work. You will have the chance to develop your technical skills and contribute directly to the success of our customers and the company.
Key Responsibilities:
Key Responsibilities:
- Handle escalated customer inquiries and resolve complex technical issues.
- Provide in-depth troubleshooting for software, hardware, and service-related problems.
- Communicate technical solutions clearly and effectively to customers.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Collaborate with Tier 1 support and other departments to resolve issues efficiently.
- Contribute to the creation and maintenance of support documentation and knowledge base articles.
- Identify trends in customer issues and provide feedback to product and engineering teams.
- Ensure high levels of customer satisfaction through timely and effective support.
- Adhere to all company policies and procedures.
- Continuously improve product knowledge and troubleshooting skills.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 3 years of experience in technical customer support, preferably at a Tier 2 level.
- Strong understanding of common software applications and operating systems.
- Excellent troubleshooting and problem-solving skills.
- Exceptional written and verbal communication skills.
- Proficiency with CRM software and ticketing systems.
- Ability to work independently and manage time effectively in a remote environment.
- Patience, empathy, and a customer-centric attitude.
- Experience in (mention a relevant industry, e.g., SaaS, IT services) is a plus.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Specialist (Tier 2)
160001 Chandigarh, Chandigarh
₹30000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist (Tier 2) to join their team in Chandigarh, Chandigarh, IN . In this hybrid role, you will be the first point of contact for customers experiencing complex technical issues or requiring in-depth product support. You will be responsible for troubleshooting, diagnosing, and resolving customer problems efficiently and effectively, ensuring a high level of customer satisfaction. Your ability to communicate technical information clearly and concisely, both verbally and in writing, will be paramount.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Investigate and resolve advanced customer inquiries via phone, email, and chat.
- Troubleshoot and diagnose technical issues related to our software/products.
- Document customer interactions, resolutions, and feedback accurately in the CRM system.
- Escalate unresolved issues to the appropriate departments (e.g., engineering, product development) with detailed information.
- Develop and maintain knowledge base articles and FAQs to assist customers and internal teams.
- Provide training and guidance to Tier 1 support agents.
- Identify trends in customer issues and provide feedback for product and service improvements.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Contribute to a positive and collaborative team environment.
- Participate in ongoing product and process training to stay updated.
Qualifications:
- Minimum 2 years of experience in customer support, preferably in a technical or helpdesk role.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Representative (Tier 2)
462002 Bhopal, Madhya Pradesh
₹45000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is a leading provider of innovative software solutions, seeking dedicated and highly skilled Customer Support Representatives (Tier 2) to join their fully remote support team. In this crucial role, you will be the primary point of contact for customers experiencing complex technical issues with our products. You will leverage your advanced troubleshooting skills and in-depth product knowledge to diagnose, resolve, and document customer inquiries effectively. This position requires exceptional problem-solving abilities, outstanding communication skills, and a passion for delivering superior customer service. You will work closely with Tier 1 support, engineering, and product teams to ensure timely and satisfactory resolution of customer issues. A strong understanding of our product suite and a proactive approach to customer satisfaction are essential.
Key Responsibilities:
Qualifications and Skills:
Key Responsibilities:
- Handle escalated customer support requests requiring advanced technical knowledge.
- Diagnose and troubleshoot complex software issues, providing clear and concise solutions.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Collaborate with Tier 1 support to resolve customer problems and share knowledge.
- Escalate unresolved issues to the engineering and product development teams with detailed information.
- Provide feedback to product teams on recurring issues and areas for improvement.
- Create and update knowledge base articles and support documentation.
- Assist in training Tier 1 support agents on complex issues and product features.
- Maintain a high level of customer satisfaction through prompt and effective support.
- Stay up-to-date with product updates, new features, and industry best practices.
- Manage multiple support tickets simultaneously while maintaining attention to detail.
- Participate in team meetings and contribute to service improvement initiatives.
Qualifications and Skills:
- High school diploma or equivalent; Bachelor's degree in a related field is a plus.
- Minimum of 3 years of experience in technical customer support, with at least 1 year in a Tier 2 role.
- Proven ability to troubleshoot and resolve complex software issues.
- Excellent understanding of customer support software and CRM systems.
- Strong technical aptitude and ability to learn new software quickly.
- Exceptional written and verbal communication skills.
- Patience, empathy, and a customer-centric approach.
- Ability to work independently and manage time effectively in a remote environment.
- Strong problem-solving and analytical skills.
- Experience with (Specific Software/Product Category, e.g., SaaS platforms, CRM systems) is highly desirable.
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Specialist - Tier 1
462001 Bhopal, Madhya Pradesh
₹22000 Monthly
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their growing team in Bhopal, Madhya Pradesh, IN . This is a crucial front-line role where you will be the first point of contact for customers seeking assistance with our products and services. If you have a passion for helping others and possess excellent communication skills, this is the perfect opportunity for you.
As a Tier 1 Support Specialist, your primary responsibility will be to provide timely and effective support to customers via phone, email, and chat. You will handle customer inquiries, troubleshoot common issues, and guide users through product features and functionalities. A key part of your role will involve accurately documenting all customer interactions, issues, and resolutions in our CRM system. You will also be responsible for escalating complex or unresolved issues to senior support staff or relevant departments, ensuring a seamless customer experience from start to finish.
We are looking for individuals who are patient, possess strong problem-solving abilities, and can remain calm and professional under pressure. A high school diploma or equivalent is required, with some experience in customer service or a related field being a significant advantage. You must have excellent verbal and written communication skills in English and Hindi. Familiarity with common computer software and the ability to quickly learn new systems are essential. You should be a team player, willing to collaborate with colleagues to achieve team goals and improve customer satisfaction. This role demands a commitment to providing exceptional service and a genuine desire to help customers resolve their problems efficiently. Training will be provided on our products and internal support tools. We value individuals who are proactive, take initiative, and contribute positively to a customer-centric environment. Success in this role requires empathy, active listening, and a commitment to exceeding customer expectations. Continuous learning and adaptation to evolving product features and support procedures are also key.
As a Tier 1 Support Specialist, your primary responsibility will be to provide timely and effective support to customers via phone, email, and chat. You will handle customer inquiries, troubleshoot common issues, and guide users through product features and functionalities. A key part of your role will involve accurately documenting all customer interactions, issues, and resolutions in our CRM system. You will also be responsible for escalating complex or unresolved issues to senior support staff or relevant departments, ensuring a seamless customer experience from start to finish.
We are looking for individuals who are patient, possess strong problem-solving abilities, and can remain calm and professional under pressure. A high school diploma or equivalent is required, with some experience in customer service or a related field being a significant advantage. You must have excellent verbal and written communication skills in English and Hindi. Familiarity with common computer software and the ability to quickly learn new systems are essential. You should be a team player, willing to collaborate with colleagues to achieve team goals and improve customer satisfaction. This role demands a commitment to providing exceptional service and a genuine desire to help customers resolve their problems efficiently. Training will be provided on our products and internal support tools. We value individuals who are proactive, take initiative, and contribute positively to a customer-centric environment. Success in this role requires empathy, active listening, and a commitment to exceeding customer expectations. Continuous learning and adaptation to evolving product features and support procedures are also key.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Support Specialist - Tier 2
248001 Dehradun, Uttarakhand
₹40000 Monthly
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Become an integral part of our customer success team as a Customer Support Specialist (Tier 2) in Dehradun, Uttarakhand, IN . Our client is renowned for its commitment to exceptional customer service and is looking for a skilled and empathetic individual to handle complex customer inquiries and provide advanced technical support. In this remote role, you will be the go-to person for troubleshooting intricate issues that Tier 1 support cannot resolve. This involves delving deep into product functionalities, diagnosing technical problems, and collaborating with engineering and product teams to find effective solutions. You will engage with customers via multiple channels, including phone, email, and chat, ensuring timely and accurate resolution of their concerns. The ideal candidate possesses a strong technical aptitude, excellent problem-solving skills, and a patient, customer-centric approach. Experience in a customer support environment, particularly with technical products or services, is essential. You should be adept at explaining technical concepts in a clear and understandable manner to both technical and non-technical users. This role demands a proactive mindset, the ability to manage a varied workload, and a commitment to delivering outstanding customer experiences. Success in this position hinges on your ability to empathize with customer frustrations, de-escalate challenging situations, and transform potentially negative interactions into positive outcomes. You will be expected to contribute to the knowledge base by documenting common issues and their resolutions, thereby improving support efficiency for the entire team. We offer a supportive remote work environment, opportunities for professional development, and the chance to work with a product/service that truly adds value to our customers' lives. If you are passionate about helping others and thrive in a dynamic, problem-solving role, we encourage you to apply.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to escalated customer inquiries and technical issues through various communication channels (phone, email, chat).
- Diagnose and troubleshoot complex product-related problems.
- Provide detailed explanations and solutions to customers in a clear and concise manner.
- Collaborate with Tier 1 support, engineering, and product teams to resolve issues.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Contribute to the development and maintenance of the customer knowledge base and FAQs.
- Identify recurring issues and provide feedback to product and development teams for improvement.
- Ensure customer satisfaction by resolving issues efficiently and effectively.
- Stay updated on product knowledge and support procedures.
- Handle customer complaints and escalations with professionalism and empathy.
Qualifications:
- Proven experience in a Tier 2 customer support or technical support role.
- Strong understanding of troubleshooting methodologies and technical problem-solving.
- Excellent communication, interpersonal, and active listening skills.
- Ability to explain technical concepts to non-technical users.
- Familiarity with CRM software and ticketing systems.
- Experience with (mention relevant software/product type, e.g., SaaS products, hardware diagnostics, etc.).
- Ability to work independently and manage time effectively in a remote environment.
- A customer-first attitude and a passion for delivering exceptional service.
- High school diploma or equivalent; further technical certifications are a plus.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Specialist - Tier 1
122001 Gurgaon, Haryana
₹25000 Monthly
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their thriving team in Gurugram, Haryana, IN . This role is pivotal in ensuring exceptional customer experiences by providing timely and effective assistance across multiple communication channels. The Customer Support Specialist will be responsible for managing incoming customer inquiries via phone, email, and live chat, troubleshooting and resolving customer issues efficiently and professionally, escalating complex problems to higher support tiers when necessary, documenting all customer interactions and resolutions accurately in the CRM system, providing product and service information to customers, gathering customer feedback to help improve services, and adhering to company policies and procedures. The ideal candidate will possess outstanding communication and interpersonal skills, a patient and friendly demeanor, strong problem-solving abilities, and the capacity to multitask effectively. Previous experience in a customer service role is preferred. Proficiency in using helpdesk software and CRM systems would be an advantage. This position requires a commitment to delivering high-quality support and contributing to customer satisfaction and retention. The ability to work independently and as part of a team, coupled with excellent time management skills, is crucial. We are seeking individuals who are passionate about helping others and are driven to exceed customer expectations. This role offers a stable work environment with opportunities for skill development and career advancement within the customer service field. The successful candidate will be a key point of contact for our customers, representing the company with professionalism and care. Join our client's mission to build lasting relationships with their customer base through outstanding service. Located in the vibrant city of Gurugram, Haryana, IN , this role requires your presence in the office to foster team collaboration and direct customer interaction.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Specialist - Tier 2
226001 Lucknow, Uttar Pradesh
₹35000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their bustling support center in **Lucknow, Uttar Pradesh, IN**. This is a critical Tier 2 role, focused on resolving complex customer issues that require in-depth technical knowledge and problem-solving skills. You will be the escalation point for challenging inquiries, ensuring swift and satisfactory resolutions for our diverse customer base. The ideal candidate is a patient communicator, adept at de-escalating situations and providing clear, concise guidance. You will work closely with front-line support agents and product development teams to identify trends and contribute to service improvements. This position demands a strong understanding of customer service principles and the ability to manage high-pressure scenarios with professionalism. Responsibilities include:
Qualifications:
This role offers a fantastic opportunity to grow within a supportive team and make a significant impact on customer satisfaction in **Lucknow, Uttar Pradesh, IN**.
- Investigating and resolving escalated customer complaints and technical issues via phone, email, and chat.
- Providing in-depth troubleshooting for complex product-related problems.
- Collaborating with Tier 1 support to ensure smooth customer handoffs and consistent service.
- Documenting all customer interactions, issues, and resolutions accurately in the CRM system.
- Identifying recurring issues and providing feedback to product and engineering teams for improvements.
- Creating and maintaining knowledge base articles and support documentation.
- Training and mentoring junior support staff on best practices and advanced troubleshooting techniques.
- Participating in team meetings to discuss performance metrics and identify areas for growth.
- Ensuring all customer interactions are handled with empathy, professionalism, and efficiency.
- Contributing to a positive and supportive team environment.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in a Tier 2 customer support or technical support role.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Proficiency in CRM software and support ticketing systems.
- Ability to work effectively under pressure and manage time efficiently.
- A customer-centric mindset with a passion for helping others.
- Availability to work shifts as required by the support center's operational hours.
- Familiarity with (Specific Industry Software/Products) is a plus.
This role offers a fantastic opportunity to grow within a supportive team and make a significant impact on customer satisfaction in **Lucknow, Uttar Pradesh, IN**.
This advertiser has chosen not to accept applicants from your region.
9