L1 Support (Operations)

Key Responsibilities:

Provide timely and accurate support through chats, calls, and emails

Follow standard operating procedures and knowledge base articles to resolve queries

Accurately document and categorize customer interactions

Escalate unresolved or complex issues to higher-level support with clear notes

Maintain high standards of quality, professionalism, and empathy in all communications

Meet SLAs on first response, resolution time, and customer satisfaction

Share feedback on recurring issues to help improve support processes.

Work collaboratively with the support team to drive best practices

Requirements:

Bachelor’s degree in any discipline

1–2 years of experience in a Level 1 support role handling chat and ticket-based interactions

Strong written and verbal communication skills

Ability to multitask and prioritize in a fast-paced environment

Familiarity with customer support tools

Commitment to delivering outstanding customer experiences