Job Description
2nd Tier Customer Support Analyst - Caspar (Pune Based)
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nAbout the role
nWe 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.
nThe ideal candidate should have experience in web application support, troubleshooting and experience working with Developers to ensure rounded experience for our customer base.
nJoining Idox as a 2nd Tier Service Desk Analyst opens up a number of career paths including Web Development, Project Management and Skilled 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.
nThis 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.
nTo 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.
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nKnowledge and Experience required:
nDesirable
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- Experience supporting a SaaS product or working in a service desk environmentn
- Experience in case management, financial systems, or workflow-driven applicationsn
- Experience creating reports or configuring system templatesn

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nEssential
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- Experience supporting customers or users with a software application or significant hands-on u

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