Key
Responsibilities:
- Serve as the
first point of contact for customer issues submitted via phone, email, or
chat.
- Triage, document,
and create Zendesk tickets for all reported issues, ensuring accuracy and
completeness.
- Troubleshoot
customer-reported issues related to the ILS/eCommerce platform and
integrated systems.
- Respond
efficiently and clearly to customer inquiries, ensuring a high level of
professionalism and empathy.
- Maintain clear
documentation of reproduction steps and context for escalation to Level 2,
Development or Product teams.
- Prioritize and
assign tickets appropriately based on issue severity and impact.
- Collaborate with
U.S.-based and global support, product, and engineering teams for seamless
issue resolution.
- Generate and
distribute reports on platform usage, ticket trends, and customer
experience metrics as needed.
- Recognize
patterns in recurring issues and contribute to knowledge base and
long-term resolution strategies.
- Assist with the
rollout of updates, or configuration changes for global customers.
- Monitor




systems/logs and escalate critical issues per established escalation
policies.

Requirements
Required
Qualifications:
- Bachelor's degree
in technical or related discipline OR equivalent work experience.
- 1–2 years of
customer service or technical support experience, ideally in a SaaS or
software setting.
- Working knowledge
of Zendesk (or similar platforms) for ticket creation and escalation.
- Strong written
and spoken English skills; clear and professional communication is a must.
- Experience with
Windows/Mac/Linux systems; basic understanding of databases and SQL
queries.
- Ability to
interpret and explain technical issues in simple, customer-friendly
language.
- Familiarity with
RESTful and SOAP APIs is a plus.
- Comfortable
working independently during U.S. off-hours with minimal supervision.

Preferred
Qualifications:
- Experience
supporting eCommerce platforms or ERP-integrated systems.
- Familiarity w

📌 Technical Support Engineer-ILS (Serilingampalle (M))
🏢 CAMP Systems
📍 Serilingampalle (M)