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 with scripting languages or automation tools.

- Knowledge of data analytics and reporting tools for support metrics.

Key Competencies:

- Customer-focused with a proactive approach to problem-solving.

- Highly organized with strong attention to detail and documentation.

- Ability to prioritize and manage multiple complex issues simultaneously.

- Positive, team-oriented attitude with a commitment to delivering world-class support.

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