Job Description

1st Line Customer Support Engineer

Department: Support & Education Services

Employment Type: Permanent

Location: India, Bangalore

Description

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.

Responsibilities

• 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.

Skills, Knowledge & Expertise

• 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).