Customer Support Specialist

Iron Systems; Mohali; On-site; INR 300,000 - 540,000; Full time

Job summary

Iron Systems is seeking a proactive Customer Support Specialist to handle customer requests, coordinate with field engineers and internal teams, and ensure timely incident resolution within defined SLAs.

The role requires strong communication, multitasking, and problem-solving skills in a fast-paced 24x7 support environment. You will interact with customers via calls and emails, manage tickets, and support various operational tasks.

Qualifications

• Bachelor's degree or diploma in IT/CS or related field
• 1–3 years of experience in Customer Support or IT Support environments
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, Zendesk, or similar platforms is preferred
• ITIL certification or Managed Services experience will be an added advantage

Responsibilities

• Provide first-level support for customer issues, service requests, and incident management activities.
• Coordinate with customers, field engineers, internal teams, and third-party vendors to ensure successful completion of onsite activities.
• Track, monitor, and update support tickets to ensure timely resolution within SLA timelines.
• Escalate unresolved or critical issues to appropriate support teams when required.
• Maintain accurate records, reports, service logs, and customer documentation.
• Ensure timely collection and submission of activity deliverables, reports, and approvals from field teams.
• Process service requests, updates, and order-related activities accurately in internal systems.
• Deliver excellent customer service through professional communication via calls, emails, and support tools.
• Support operational activities, reporting, and additional tasks assigned by management.

Skills

Verbal communication

Written communication

Customer service

Stakeholder management

Problem solving

Coordination

Multitasking

Teamwork

Shift flexibility

Ticket handling

Microsoft Office

Ticketing tools

Education

Bachelor's degree or diploma in IT/CS

Tools

ServiceNow

Remedy

Jira

Zendesk

Job description

Job Summary

We are looking for a proactive and customer-focused Customer Support Specialist to manage customer requests, coordinate with field engineers and internal teams, and ensure timely resolution of incidents within defined SLAs. The ideal candidate should possess strong communication, multitasking, problem-solving, and coordination skills with the flexibility to work in a fast-paced 24x7 support environment.

Key Responsibilities

• Provide first-level support for customer issues, service requests, and incident management activities.
• Coordinate with customers, field engineers, internal teams, and third-party vendors to ensure successful completion of onsite activities.
• Track, monitor, and update support tickets to ensure timely resolution within SLA timelines.
• Escalate unresolved or critical issues to appropriate support teams when required.
• Maintain accurate records, reports, service logs, and customer documentation.
• Ensure timely collection and submission of activity deliverables, reports, and approvals from field teams.
• Process service requests, updates, and order-related activities accurately in internal systems.
• Deliver excellent customer service through professional communication via calls, emails, and support tools.
• Support operational activities, reporting, and additional tasks assigned by management.

Required Skills Competencies

• Strong verbal and written communication skills.
• Excellent customer service and stakeholder management abilities.
• Good problem-solving, coordination, and analytical skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong teamwork and collaboration skills.
• Flexible to work in 24x7 rotational shifts.
• Good organizational, time management, and ticket handling skills.
• Proficiency in Microsoft Office and ticketing/helpdesk tools.
• Ability to manage multiple customer requests with high attention to detail.

Education Experience

• Bachelor s degree or diploma in IT, computer science, or related field preferred.
• 1-3 years of experience in Customer Support, Helpdesk, IT Support, Managed Services, or Incident Management environments.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, Zendesk, or similar platforms is preferred.
• ITIL certification or Managed Services experience will be an added advantage.

Mandatory Skills: Customer Support Service/Incident Management/Ticket Handling/Service Request Management/SLA Monitoring/Stakeholder Coordination/Problem Solving, ServiceNow/Jira/Zendesk, Microsoft Office/Team-Time Management/Documentation Reporting