Job Summary
Experience3+Location – Pan India or any constraintHyderabadProject type (Support / Dev / Maintenance / Testing)SupportShift involved – If yes please share timing.RotationalCustomer interview involved – yes / NoNoSalary RangeSkillMandatoryProficiency Level (1-5)Experience in writing advanced SQL queriesYes4Analytical and problem-solving skillsYes3Communication skillsYes4Google CloudYes2Job Description :Level 1 (L1) Support:Serve as the first point of contact for incoming technical support requests from users.Log, categorize, and prioritize support tickets in the helpdesk system.Provide user assistance on basic IT queries and software applications.Escalate unresolved issues to Level 2 or other specialized support teams.Provide clear and concise communication to users, ensuring they are updated on the status of their support requests.Level 2 (L2) Support:Take ownership of more complex issues that have been escalated from L1, performing deeper technical troubleshooting.Perform in-depth diagnostic analysis to identify root causes of issues and implement solutions.Collaborate with development or engineering teams for issues requiring advanced troubleshooting or code-level investigation.Provide proactive support to monitor systems, applications, and resolving any emerging issues.Document solutions and create knowledge base articles to streamline future troubleshooting.General Responsibilities:Provide outstanding customer service by maintaining a positive attitude and clear communication at all times.Maintain up-to-date knowledge of the team’s technology stack, systems, and products.Collaborate with cross-functional teams to ensure alignment on service level agreements (SLAs) and resolution timelines.Assist in the identification and implementation of process improvements to enhance team efficiency.Stay updated on emerging technologies and trends to continuously improve support capabilities.Technical Skills:Writing, troubleshooting and optimizing complex SQL queriesProficiency in common software applications (Microsoft Office, browser troubleshooting, etc.).Basic scripting knowledge or an understanding of automation tools is a plus.Soft Skills:Excellent problem-solving skills with attention to detail.Strong written and verbal communication skills.Customer-focused with a passion for helping others and delivering excellent support.Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.A team player with the ability to collaborate cross-functionally and escalate when necessary.Good to have:1. ETL exposure to any tool is a plus.2. Python and Shell Scripting3. Experience with major cloud service providers, ideally GCP.