Technical Support Experience with B2B Support
L1 support is the initial and often the first point of contact for customers or end-users seeking assistance with technical issues, software problems, or general inquiries.
L1 support agents are typically frontline technical support specialist/engineer who provide basic troubleshooting and assistance. They handle routine and straightforward issues that can be resolved with predefined scripts or standard procedures.
Conducting Preliminary Business Impact Analysis and Triage.
A few of the common tasks of L1 support include password resets, account setup, answering frequently asked questions, and basic issue identification and classification.
If the issue is more complex and requires specialized knowledge or deeper technical expertise, L1 support agents may escalate the problem to L2 Support.
Engaging in tasks that bring added value to clients, such as daily data transfers from STG to PRD, ad hoc bulk offer monitoring, generating customized reports for specific clients and hitting milestone SLAs.
Conducting initial issue triage and forwarding all pertinent information to the L2 support team for further investigation.
Support Process Knowledge
Mandatory to work in 24 X 7 project and flexible to work in any shifts [M/A/N].
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