Customer Support Engineer

Myfactory International; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Myfactory International in Bengaluru seeks a 1st Line Customer Support Professional to handle inquiries via phone, chat, and email, diagnose issues within established guidelines, and resolve them efficiently.

You will document cases, maintain knowledge bases, and escalate complex problems to senior staff. The role also includes mentoring junior colleagues and ensuring high-quality customer service.

Qualifications

• Experience in customer support or a similar role.
• Understanding of first line support tools and workflows.
• Ability to diagnose issues using structured methods.
• Strong written and verbal communication and customer service.
• Ability to work independently with clear objectives.
• Ability to document issues and solutions accurately.
• Familiarity with help desk and incident management systems.
• Ability to mentor less experienced colleagues informally.
• Fluency in French or Spanish at B2 level.

Responsibilities

• Respond to customer inquiries through phone, chat, and email.
• Research, diagnose, and resolve issues using support tools and procedures.
• Escalate complex issues to senior team members or 2nd Line Support.
• Apply established methods to solve customer problems.
• Describe technical procedures to customers and internal teams.
• Review systems and processes and recommend improvements.
• Provide informal mentoring to less experienced colleagues.
• Maintain accurate case records in ticketing systems.
• Work independently under general supervision toward defined targets.

Skills

Customer support

1st Line Support

Issue diagnosis

Communication skills

Independent work

Documentation

Help desk knowledge

Mentoring teammates

French/Spanish (B2)

Job description

• Experience in customer support or a similar role.
• Good understanding of 1st Line Support tools, practices, and workflows.
• Ability to diagnose issues using structured methods and prior knowledge.
• Strong communication and customer service skills.
• Ability to work independently with clear objectives.
• Ability to document issues and solutions accurately.
• Familiarity with help desk and incident management systems.
• Ability to support and guide less experienced team members informally.
• Ability to communicate (written/spoken langauge) in French or Spanish (B2 level).

• Respond to customer inquiries through phone, chat, and email.
• Research, diagnose, and resolve issues using support tools and documented procedures.
• Escalate complex issues to senior team members or 2nd Line Support.
• Apply established methods and concepts to solve customer problems.
• Describe technical and functional procedures to customers and internal teams.
• Review systems and processes and recommend improvements.
• Contribute ideas for problem resolution for leaders to review.
• Maintain accurate case records in ticketing systems.
• Identify recurring issues and propose adjustments to workflows or knowledge bases.
• Provide informal mentoring and daily support to less experienced colleagues.
• Work independently under general supervision and meet defined operational targets.

The Professional for 1st Line Customer Support delivers front line assistance to customers through phone, chat, and email. The role diagnoses and resolves issues within established frameworks and escalates more complex matters when needed. The Professional works independently on defined objectives and contributes directly to support performance. The role also identifies improvements, updates knowledge bases, and provides informal guidance to less experienced colleagues.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.