Customer Support Analyst

Position Title / Level: Customer Support Analyst (Level 2 Support)

Experience: 3–5 Years

Notice Period: Immediately to 15 days

Location: Bangalore / Hyderabad (Hybrid)

Shift Timings: 2:00 PM – 10:00 PM IST; Night shifts on a rotational basis on demand (1 week in a month)

Experience

• 1–3 years' work experience in Service Delivery in a large-scale cloud environment with focus on request fulfilment, incident response, escalation procedures, problem management, and knowledge management while adhering to service-level objectives.
• Handling Level 2 functional and technical support to resolve issues, including diagnosing and in-depth, complex troubleshooting of application issues while working with client teams and, when necessary, end users.
• Serves as a primary point of contact for client escalations.