Customer Care Executive

L2 Support & Escalation Management Executive

A leading client of Human Capital Express is looking for an experienced professional to manage L2 support operations and customer escalations while ensuring timely resolution and high service quality. ENGLISH & HINDI proficiency is MUST

Key Responsibilities

• Handle L2 support tickets and critical customer escalations
• Diagnose, troubleshoot, and resolve technical or process-related issues
• Coordinate with internal teams for faster issue resolution
• Monitor ticket queues, SLAs, and escalation matrices
• Maintain detailed documentation of incidents and resolutions
• Provide root cause analysis and preventive action recommendations
• Ensure high customer satisfaction through effective communication and ownership
• Support process improvements and operational efficiency initiatives
• Required Candidate Profile2–5 years of experience in L2 support, technical support, or escalation management
• Strong problem-solving and analytical skills
• Experience with ticketing tools and incident management systems
• Excellent communication and stakeholder management skills
• Ability to work in fast-paced and high-pressure environments
• Graduation mandatory
• PreferredExperience in SaaS, IT services, fintech, telecom, or product-based environments
• Exposure to SLA management and customer support metrics
• Open to 6 Days Working with rotational week offs