We are looking for a dependable and detail-oriented L1 Support Executive to provide first-line support for enterprise-grade software products used in domains such as content workflows, data management, and domain-specific platforms. The ideal candidate will assist users in resolving day-to-day issues, answering product-related questions, and escalating complex problems to higher support tiers.

This role is ideal for someone with strong communication and organizational skills who enjoys working across varied digital platforms and supporting users from diverse professional backgrounds.

Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1+ years of experience in a helpdesk, product support, or L1 technical support role.
• Strong verbal and written communication skills in English.
• Familiarity with support ticketing and service desk tools, such as:
• Jira Service Management / Jira Service Desk
• Redmine
• Freshdesk
• Zendesk
• Zoho Desk
• Ability to troubleshoot software usage issues and guide non-technical users effectively.
• Basic understanding of digital platforms that manage structured workflows or large datasets.

Preferred:

• Exposure to platforms dealing with structured data, content pipelines, or industry-specific software solutions.
• Ability to handle support for multiple products or modules simultaneously.
• Experience documenting solutions and creating support articles or FAQs.
• Familiarity with tools such as:
• Confluence (for documentation)
• Microsoft Excel or Google Sheets
• File formats such as CSV, JSON, or XML
• Remote support tools (e.g., TeamViewer, AnyDesk)

Roles & Responsibilities

• Serve as the first point of contact for customers encountering issues with business applications.
• Provide prompt and professional responses to support tickets, emails, or chat queries.
• Troubleshoot common user issues and guide users through application features and provide step-by-step instructions for common tasks.
• Document all support interactions and maintain accurate ticket records.
• Escalate advanced issues to L2 support or technical teams with clear context and logs.
• Contribute to the maintenance of internal knowledge bases and support documentation.
• Monitor support queues and ensure timely resolution within agreed SLAs.
• Collaborate with internal teams to identify recurring issues and suggest usability improvements.