Customer Support Analyst (US Team)

SmartDocs, Inc.; Jaipur; On-site; INR 300,000 - 600,000; Full time

Job summary

SmartDocs, Inc. is seeking a highly motivated Customer Support L1/ L2 professional in Jaipur, India. This role will serve as the first point of contact for clients, delivering technical and non-technical support effectively.

Candidates should have excellent communication skills, a problem-solving mindset, and some experience in customer support. The position requires working night shifts with opportunities for growth in a client-centric environment.

Qualifications

• 0 – 5 years of experience in Customer or Technical support.
• Preferred background in Computer Science, IT, or related fields.

Responsibilities

• Act as the first line of support for client queries over calls & email.
• Provide prompt and professional assistance to resolve issues.
• Gather information to diagnose and troubleshoot technical issues.
• Escalate complex issues to Level 2 support as needed.
• Follow up with clients to ensure issue resolution and satisfaction.
• Maintain records of client interactions in the ticketing system.
• Work closely with cross-functional teams to resolve issues.

Skills

Excellent communication skills in English (written and spoken)

Strong problem-solving skills

Basic understanding of software/product functionality

Hands-on experience with modern CRM/ticketing tools

Ability to prioritize tasks in a fast-paced environment

Patience and professionalism

Team player with willingness to collaborate

Education

Bachelor’s degree in any discipline

Tools

Zendesk

Freshdesk

HubSpot

Jira

Job description

We are seeking a highly motivated and customer-focused Customer Support L1/ L2 professional to join our team. The ideal candidate will be the first point of contact for clients, providing technical and non-technical support, troubleshooting issues, and ensuring an exceptional client experience. This role requires excellent communication skills, a strong problem-solving mindset, and a client first mindset.

Shift Timing

This is a night shift position: 10:00 PM – 7:00 AM IST. Candidates must be open to working in this schedule.

Responsibilities

• Act as the first line of support for client queries and concerns over calls & email.
• Provide prompt and professional assistance to resolve issues effectively.
• Gather relevant information to diagnose and troubleshoot basic technical issues.
• Escalate complex or unresolved issues to Level 2 support or relevant technical teams while ensuring clear communication and proper documentation.
• Follow up with clients to ensure issues are fully resolved and satisfaction is achieved.
• Maintain accurate records of client interactions, troubleshooting steps, and resolutions in the ticketing system.
• Update knowledge bases and FAQ documents with new solutions and common issues.
• Work closely with cross-functional teams (e.g., development, QA, operations) to identify and resolve recurring issues.
• Communicate client feedback and feature requests to appropriate stakeholders.
• Continuously identify opportunities to improve support processes and the client experience.
• Stay updated on new product features, updates, and changes.

Skills & Qualifications

• Excellent communication skills in English (written and spoken).
• Strong problem-solving and active listening skills with customer empathy.
• Basic understanding of software/product functionality.
• Hands-on experience with modern CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Jira).
• Ability to prioritize tasks effectively in a fast-paced environment.
• Patience and professionalism when managing challenging situations.
• Team player with a willingness to collaborate with cross-functional teams.

Experience & Education

• 0 – 5 years of experience in Customer or Technical support or similar role in a software firm.
• Bachelor’s degree in any discipline; background in Computer Science, IT, or related fields preferred.

This role offers an excellent opportunity to grow within a dynamic and client-centric environment. If you are passionate about delivering exceptional customer service and have a knack for problem-solving, we would love to hear from you!