- Resolving problems on the product s various features and services, including but not limited to troubleshooting user access, data discrepancies or any other product issues reported.
- Will be required to be on-call once assigned on necessary weekends and holidays
- Ensure all customer issues are resolved within the agreed service level agreements.
- Document and record each customer interaction using the CRM and provide analysis where appropriate to enable engineering team to resolve the issues at hand in an productive manner
- Ensure customers are updated regularly and frequently with progress using the support team s ticketing system.
- Work with Engineering and cross-functional teams to identify impact and help prioritize
- Ensure all customer issues raised are ticketed and that all investigation progress is managed and followed up on.
- Execute the Incident Management procedures in the event of a serious live service incident with customers.




- 2+ years of relevant experience in a customer focused position involving technical knowledge of a companies products and services.
- Bachelor s degree in Computer Science, Information Technology, Engineering, or equivalent is preferred.
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
- Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other tools required.
- Professional written and interpersonal skills are essential when communicating with customers and clients as well as with internal stakeholders.
- High work ethic and organizational skills with the ability to self-manage time and deliverables.
- Able to work on rotating shifts that cover weekends and holidays as required.

📌 Technical support (Bengaluru)
🏢 Capillary Technologies
📍 Bengaluru