Key Position Responsibilities Include
Provide frontline customer support for the Design domain across agreed support channels, using processes, tools and knowledge assets.
Resolve common questions, how-to guidance and standard troubleshooting within L1 scope, with clear ownership of first-contact resolution wherever possible.
Perform structured first-line investigation, capturing customer impact, environment details, steps attempted, screenshots, logs or examples where appropriate.
Resolve issues directly wherever they fall within L1 scope; when escalation is required, escalate to L2 with a explicit problem statement, evidence, steps already taken, urgency, customer impact and any relevant domain context.
Maintain strong ticket hygiene, documentation, SLA discipline and professional customer communication in English.
Support Payments Flex issues at first-line level by identifying failure type, collecting essential transaction/context details, reassuring the customer and routing correctly when specialist support is required.
Follow incident,



outage and escalation procedures accurately, especially where customer revenue, website availability, design activity or ERP workflows are affected.
Contribute feedback on knowledge gaps, confusing procedures, recurring questions and opportunities to improve AI, and self-service resolution.

Qualifications
Experience in customer support, technical support, service desk, product support, or a comparable software support environment. Equivalent experience is valued where the individual can demonstrate strong and empathetic customer handling, structured investigation, documentation quality, and the ability to follow support processes in a domain-led operating model. An IT qualification, technical certification or relevant vocational training is preferred, but evidence of equivalently gained experience is welcomed.

Required Skills and Experience
Mandatory English read/write/speak capability and confident customer-facing communication.

📌 International Voice Support (India)
🏢 Movate
📍 India