Support Associate serves as the first point of contact for customers seeking assistance with Semnox products and services. The primary responsibility of this role is to deliver high-quality Level 1 (L1) support by handling routine customer queries, performing standard operational requests, resolving issues using documented procedures, and ensuring timely ticket triaging and routing.

The role focuses on providing excellent customer service while ensuring that customer incidents and service requests are accurately logged, categorized, prioritized, and resolved or escalated in accordance with established Service Level Agreements (SLAs).
- Serve as the first point of contact for customer queries received through the ticketing system, email, phone, or other approved communication channels.
- Acknowledge customer incidents and service requests within defined SLA timelines.
- Accurately log, categorize, prioritize, and assign customer tickets.
- Resolve routine customer issues using approved Knowledge Base articles and Standard Operating Procedures (SOPs).




- Escalate unresolved or technically complex issues to the appropriate Technical Support Analyst.
- Ensure customers receive timely updates throughout the ticket lifecycle.
- Follow up with customers to confirm successful resolution before ticket closure.

Planned Operations
- Execute documented operational requests
- Scheduled maintenance activities
- Standard health checks
- Routine system verification tasks
- Complete all operational requests in accordance with approved work instructions.

Ticket Management
- Ensure every customer interaction is documented accurately.
- Capture complete information required for efficient issue resolution.
- Identify duplicate tickets and consolidate where appropriate.
- Monitor pending tickets and follow up with customers for required information.
- Ensure tickets are routed to the correct support group whenever escalation is required.

Customer Experience
- Deliver skilled, cou

📌 Support Associate (Mangalore)
🏢 Semnox Solutions
📍 Mangalore