Support Engineer 1

Galaxy Health Insurance Company; Chennai; On-site; INR 350,000 - 600,000; Full time

Job summary

Galaxy Health Insurance Company is seeking a customer-focused Support Executive to handle user queries via phone, email, or chat, logging tickets accurately and providing initial triage.

You will perform basic troubleshooting using knowledge base, communicate status updates to users, and escalate complex issues to L2/L3 teams while meeting SLAs. Experience with Jira, SQL basics, and MS Office is preferred; immediate availability is a plus.

Qualifications

• 2+ years of experience in support or helpdesk.
• Strong verbal and written communication skills.
• Basic troubleshooting ability using knowledge base and applications.
• Familiarity with ticketing systems and MS Office tools.

Responsibilities

• Receiving support requests via phone, email, or chat and logging them in the ticketing system with all relevant details.
• Provide basic troubleshooting and resolution using the knowledge base and determine issue severity.
• Communicate with users, provide timely updates on ticket status, and ensure user satisfaction.
• Identify and escalate complex issues to L2/L3 support teams, adhering to SLAs.
• Generate reports from the ticketing system, including monthly SLA reports.

Skills

Communication

Troubleshooting

Patience & customer focus

Ticketing systems

Tools

Jira

SQL basics

MS Office

Job description

Role & responsibilities

• User Interaction & Initial Ticket Handling:

Receiving support requests via phone, email, or chat, and accurately logging them in ticketing system, ensuring all relevant information are captured

• Basic Troubleshooting & Resolution:

Diagnosing and resolving common software or application issues using knowledge base. Gathering necessary details to determine the severity of an issue and performing initial validation.

• User Support & Communication:

Providing friendly and timely technical support via phone, email, or chat, keeping users updated on ticket status.

• Escalation:

Identifying, documenting, and escalating complex or unresolved issues to L2/L3 support teams promptly, adhering to SLAs.

• Reports:

Generating various reports from the ticketing system including the monthly SLA report

Requirements and skills

• Experience: 2+ years of experience required in Support.
• Communication: Strong verbal and written skills for effective user interaction and communication.
• Problem-Solving: Basic troubleshooting ability and familiarity with applications.
• Technical Knowledge: Familiarity with ticketing systems (e.g., Jira), basic SQL, and MS Office
• Patience & Customer-Focus: Ensuring a high level of user satisfaction.
• Exposure to Insurance domain will be an added advantage

Immediate availability is preferred

Perks and benefits