Tech Support

L1 Support Executive - Software Product (B2B SaaS)

Easebuzz is seeking an L1 Support Executive to join our growing team in Kolkata. In this role, you will be the primary point of contact for our clients, addressing their software-related inquiries and technical challenges.

Responsibilities:

• Serve as the initial point of contact for client queries, software issues, and technical troubleshooting.
• Thoroughly understand and document user-reported issues, including application errors, system bugs, and usage difficulties.
• Demonstrate a foundational understanding of the Software Development Life Cycle (SDLC) and its various stages.
• Respond promptly to client inquiries received via phone, email, or our ticketing system.
• Utilize problem-solving, logical thinking, and pattern recognition skills to quickly diagnose software problems based on user-reported symptoms and analyze root causes.
• Gather essential information by asking targeted questions and log tickets for reported issues, ensuring accurate categorization and prioritization.
• Collaborate effectively with internal teams (L2 Support, Engineering, and Operations) and external partners (e.g., Bank teams) to escalate critical software problems and ensure timely resolution.
• Proactively follow up on tickets until issues are resolved to the client's satisfaction and ensure proper ticket closure.
• Apply common troubleshooting steps and aim for First-Time Resolution (FTR) whenever possible.
• Maintain client satisfaction through clear, accurate, and timely communication regarding issue progress.
• Provide operational support by assisting clients with basic software functionalities and guiding them on effective product usage.
• Ensure proper escalation of issues requiring L2 or engineering team intervention, while maintaining detailed documentation for each support case.

Good-to-Have Skills:

• Basic understanding of Microfinance collection workflows.
• Familiarity with payment systems.
• Knowledge of Fintech software.

Work Location: Kolkata (Work from office)