Customer Support - Level 2

Applied Systems; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Applied Systems India in Bengaluru seeks a Software Script Engineer to join the customer support team. You will be the primary contact for users, troubleshoot software issues, and guide customers toward effective, timely solutions while keeping detailed records in the CRM.

This role emphasizes clear communication, rapid learning of our insurance software, and collaboration with in-house experts to resolve problems and contribute to product knowledge through feedback and documentation.

Qualifications

• 2+ years in customer service or technical support.
• Able to quickly learn our software and gain basic product understanding.
• Basic analytical skills to identify, diagnose and resolve customer issues.
• Excellent written and verbal communication with ability to explain technical concepts to non-technical users.

Responsibilities

• Provide effective, empathetic customer service in a professional manner.
• Diagnose and troubleshoot technical issues related to the software products.
• Record all customer interactions accurately in the CRM system.
• Escalate complex issues to higher level support as needed.
• Attach relevant KB articles and draft new ones when appropriate.
• Participate in ongoing training during onboarding and beyond.
• Collaborate with internal teams and maintain SLA adherence.

Skills

Customer service

Communication

Time management

Analytical skills

Documentation

Shift flexibility

CRM usage

Education

Associate degree or higher

Tools

CRM software

Job description

Software Script Engineer

Job Summary

As a Customer Support Technician, you will be the first point of contact for customers seeking assistance. Your primary responsibility is to provide a world‑class customer service experience while troubleshooting basic technical issues and escalating more complex problems to higher level support technicians. You will interact with our customers through phone, chat, or email, helping them resolve issues related to our software products, with a focus on a main software product while ensuring a seamless user experience.

What You’ll Do

• Provide effective, efficient and empathetic customer service in a professional manner
• Communicate effectively, providing detailed and concise information internally, while avoiding discussing organizational complexities externally
• Utilize available resources to gather details and complete basic research
• Work in available support channels including email and/or chat by appointment or real time and outbound calls based on customer request.
• Attach relevant KB articles/resources to respective cases. When sufficient product knowledge is established, create draft KB articles and leave feedback on existing articles.
• Adhere to departmental procedures
• Accurately diagnose and troubleshoot technical issues with our insurance software and products.
• Actively participate in ongoing training within your first year of onboarding to ensure you receive thorough training and can provide expected accuracy in solutioning customer inquiries.
• Maintain professional discretion in customer communication
• When sufficient product knowledge is established, may be expected to participate in product testing activities, run assigned test executions, and communicate unexpected results/potential defects, and expected to take up additional responsibilities (training & mentoring).
• Perform other duties as assigned by immediate manager or management team.
• Customer service experience meets or exceeds world‑class standards, as indicated by customer feedback and satisfaction scores.
• Basic technical issues related to the main software product are resolved effectively.
• Complex problems are escalated to higher level support technicians in a timely manner.
• Ensure that all communication with customers is recorded accurately in the CRM system.
• Demonstrate continuous improvement in product knowledge through training and self‑study.
• Achieve a high level of customer satisfaction, as determined through surveys, feedback and demonstrated effectiveness.
• Comply with both team and organizational goals regarding SLA.
• Exhibit behaviors which exemplify Applied Systems’ core values.

Education

Associate degree or higher may be preferred.

Experience

• Prior experience in customer service, support or technical support is preferred (2+ years).
• Ability to quickly learn our software and gain a basic understanding of assigned product area.
• Basic analytical skills to identify, diagnose and resolve customer issues.
• Basic ability to accurately diagnose and resolve issues.
• Fundamental and effective written and verbal communication, with the ability to explain technical concepts to non‑technical users.
• Flexibility to adapt to changing processes, tools, and customer needs.
• Ability to manage time effectively, prioritize tasks, and handle multiple responsibilities simultaneously.
• Meticulous attention to detail in documenting customer interactions and technical issues.
• Customer‑focused mindset with a desire to help and support users and colleagues.
• A strong commitment to providing excellent customer service and maintaining high customer satisfaction.
• Shift timings: This role requires working in different shifts (10:00‑19:00; 17:00‑02:00; 08:00‑03:00; 20:00‑04:00 IST). Candidates should be comfortable working at any time and be open to rotational shifts.
• Technical / Functionals Skills: Proficient in using a computer and keyboard.

When You Join Team Applied, You Can Expect

A culture that values who you are and recognizes that you aren’t just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.

We flex our time together, collaborating remotely and in‑person to empower our teams to work in the ways that work best for them.

Learn More About the People Behind Our Products

• LinkedIn Page Applied Systems India
• https://www1.appliedsystems.com/en-us/about-us/jobs/

Your Security Matters

Our candidates’ personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a [e-mail] email or through our official career portal.

EEO Statement

Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.