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 explicit 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 clear 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.
- Strong empathy, resilience and professionalism, with the ability to recognise that products are mission critical for many customers and that every interaction may affect their ability to sell, transact or serve their own customers.
- Investigative mindset, comfort learning software quickly and ability to follow documented procedures accurately.
- Strong documentation discipline and correct use of support tooling, including ITSM/ticketing systems, contact-centre platforms, knowledge systems and remote desktop support tools where applicable.
- Comfort supporting locally installed software, desktop applications or local-server application setups.
- Basic understanding of Windows environments, installation steps, permissions,



downloads and customer IT setup questions.
- Ability to guide customers through standard setup, version, catalogue and download issues using documented procedures.
- Strong customer communication when users are blocked from design, quoting or customer-facing presentation work.

Preferred but not required:

- Experience supporting AI-assisted, BPO-supported or multi-tier customer support models.
- Experience with ITSM/ticketing tools, contact-centre platforms, remote support tools, knowledge platforms, workforce-management tools, translation or audio-enhancement tools, and AI/agent-assist tools.
- Experience supporting payment gateways, payment-processing systems, transaction failures, settlement/reconciliation issues or gateway integrations.

Success Measures

Success in this role is measured by the quality of customer resolution, escalation discipline, documentation, and contribution to a support model that utilizes AI, and self-service knowledge bases.

- Strong CSAT and SLA adherence for L1-owned interactions, with a clear expectation that most incoming issues are resolved at L1 rather than passed on.
- High L1 resolution rate, with escalations used only when the issue genuinely requires L2 depth and supported by enough evidence for L2 to act quickly without reworking basic investigation.
- Clear documentation, accurate classification and strong ticket hygiene.
- Reduction in repeat basic questions through feedback that improves knowledge, training, AI or BPO handling.

📌 International Voice Support (Tech/ Customer Support) - Night shift (Chennai)
🏢 Movate
📍 Chennai