The L1 Support Specialist provides frontline assistance to users by handling functional queries, troubleshooting issues, and ensuring smooth day‑to‑day operations of the application. This role acts as the first point of contact for all lending business - related incidents and service requests and ensures timely resolution or escalation as needed.
Key Responsibilities
Functional Support
Support end‑users with navigation, access, and usage of modules.
Incident Logging & Ticket Management
Log all user queries and issues accurately in the service desk/ticketing system.
Prioritize tickets based on business impact and adhere to defined SLAs.
Troubleshooting & Resolution
Act as first point of contact for issues like login failures, data inconsistencies, system errors, and basic application bugs.
Provide step‑by‑step resolution following SOPs and known‑error documentation.
Escalation to L2/L3 Teams
Identify and escalate complex technical or functional issues beyond L1 scope, ensuring complete documentation for smooth handoff.
User Communication & Support
Offer timely and professional responses to both internal users and external customers.
Follow up to ensure issue resolution and user satisfaction.
Required Skills & Competencies
Basic knowledge of application troubleshooting and production support practices.
Experience in working with ticketing tools such as ServiceNow, JIRA, Zendesk, etc.
Valuable analytical skills for identifying root causes of common issues.
Excellent verbal and written communication skills.
Qualifications
Bachelor's degree in IT, Computer Science, or related field.
1–3 years of experience in application support, preferably in BFSI/Fintech environments.
Preferred Experience
Familiarity with SQL basics for data validation.
Key Attributes
Customer-focused mindset
Ability to multitask and work under pressure
Solid documentation habits
Problem-solving and proactive attitude
Job Types: Full time, Permanent
Pay: ₹159,420.18 - ₹926,635.01 per year
Benefits:
Health insurance
Paid sick time
Provident Fund
Ability to commute/relocate:
Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Education:
Bachelor's (Preferred)
Experience:
SQL: 1 year (Preferred)
total work: 1 year (Preferred)
Work Location: In person
📌 Application Support Engineer Mumbai (India)
🏢 2Nfinity Technology Services
📍 India
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