L1 Support Engineer • Handle first-line queries via phone, email, or chat. • Assist customers with login, job card creation, invoice generation, and appointment scheduling. • Document issues in the ticketing system (example - Freshdesk/Zendesk/Zoho Desk). • Escalate unresolved issues to L2 support. • Provide role-based guidance (technician, advisor, receptionist, accounts staff). Requirements • Education: Bachelor’s in IT/Computer Science or related field. • L1: 0–2 years in IT/Customer Support (preferably SaaS). • Familiarity with SaaS platforms, ticketing tools, and CRM systems. • Strong communication skills (English + Hindi/Marathi preferred). • Ability to work in rotational shifts. • L1: First Response Time, Ticket Closure Rate, Customer Satisfaction Score.