Customer Service L1 Support Engineer @ Prime Focus

Job Description

Job Title: Customer Service L1 Support Engineer

Department: Application Support

Location: Mumbai

Reports to: Global Application Support Manager Experience

Required: 2-5 years Employment

Type: Full-time

Job Summary: We are looking for a proactive and detail-oriented L1 Support Engineer to join our customer service team. You will be the first point of contact for our customers, responsible for handling incoming queries, resolving basic technical issues, and escalating unresolved problems to L2/L3 support.

Role & responsibilities :-

• Act as the first line of contact for customers via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step solutions.
• Provide timely and accurate responses to customer queries.
• Escalate complex problems to higher-level support engineers (L2/L3).
• Log all interactions, incidents, and resolutions in the support system.
• Monitor system alerts and respond to critical incidents within defined SLAs.
• Collaborate with internal teams to ensure customer satisfaction.
• Follow standard procedures for proper escalation of unresolved issues.
• Maintain a high level of professionalism and empathy in all interactions.
• Contribute to the creation and maintenance of knowledge base articles.

Preferred candidate profile :

• Bachelors degree in computer science, Engineering, or equivalent experience.
• 25 years of experience in a technical support/customer service role.
• Basic knowledge of operating systems (Windows/Linux), networking fundamentals, and troubleshooting techniques.
• Familiarity with support tools like Zendesk, Freshdesk, Jira, ServiceNow, or similar.
• Excellent verbal and written communication skills.
• Ability to work in shifts and under pressure.
• Strong problem-solving skills and attention to detail.
• Willingness to learn and grow in a fast-paced environment.

Good to Have:

• Experience with ITIL processes and ticketing systems.
• Certifications such as ITIL Foundation, or Microsoft Certified: Azure Fundamentals or AWS
• Knowledge of cloud platforms, SaaS products, or CRM tools.

Shift & Work Environment:

• Rotational shifts (24x7 support model).
• In-Office and On-site depending on business needs

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   ITIL Operating Systems Freshdesk Servicenow Ticketing Tools Zendesk JIRA