2nd Tier Customer Support Analyst - Caspar (Pune Based)

About the role
We are actively seeking to recruit a candidate into our Portfolio Division to assist in the support of primarily our Caspar platform, with some cross-skilling on our wider offerings as we look to merge with a larger support team.
The ideal candidate should have experience in web application support, troubleshooting and experience working with Developers to ensure rounded experience for our customer base.
Joining Idox as a 2nd Tier Service Desk Analyst opens up a number of career paths including Web Development, Project Management and Professional Services, consulting and advisory work. As a member of the ServiceDesk team within the Public Sector Software Division, a 2nd Tier Service Desk Analyst also sets out a first-class Customer Service career path.
This particular role supports our Portfolio Division customers and software users. Delivered as software as a service (SaaS) solution, Caspar is used to manage financial and case management processes in situations where organisations are responsible for managing money on behalf of others.
To support these essential services, you’ll take full ownership of support incidents, fully investigating and effectively progressing each service ticket to the point of satisfactory resolution. You’ll be keeping all parties up to date on progress, ensuring that all incident records are accurately logged and fully completed, paying close attention to compliance, process and recording, as well as fully supporting our customer.

Knowledge and Experience required:
Desirable
Experience supporting a SaaS product or working in a service desk environment
Experience in case management, financial systems, or workflow-driven applications




Experience creating reports or configuring system templates

Essential
Experience supporting customers or users with a software application or significant hands-on use of a complex system in a professional setting
Strong problem-solving ability with a structured approach to investigating issues
Confident communicator, able to explain processes clearly to different audiences
Comfortable working with systems, data, and structured workflows
Able to manage multiple tasks and prioritise effectively
Self-motivated and able to work independently in a remote environment

Key responsibilities:
Customer Support
Act as the first point of contact for customer queries via the support desk (Hornbill)
Handle a mix of “how-to” guidance and issue investigation
Run Teams calls with customers to understand and resolve issues in real time
Support users with:
System usage and workflows
Reporting and report builder configuration
Template management (letters, visits, PDFs)
Access issues (including 2FA and permissions)
Browser or setting-related issues
Performance or unexpected system behaviour
Issue Investigation & Resolution
Triage and investigate issues in a structured way
Identify root cause where possible rather than applying quick fixes
Distinguish between user error, configuration issues, and product defects
Escalate effectively to developers, product, or SMEs with clear evidence
Quality & Ownership
Log and manage all support activity accurately in Hornbill
Maintain clear, concise updates to customers
Ensure issues are followed through to resolution
Proactively identify recurring issues or patterns
Collaboration
Work closely with Product and Development teams
Document bugs clearly and support investigation
Share knowledge with the wider team to improve consistency

📌 2nd Tier Customer Support Analyst (Pune)
🏢 Idox
📍 Pune