Role & responsibilities

1 year of International Client experience is neccessary.

Act as the first point of contact via phone, email, and support portal.

Create, update, categorize, prioritize, and route tickets in ServiceNow or designated ITSM tools.

Provide timely customer communication and updates throughout the case lifecycle.

Perform initial triage and follow approved troubleshooting procedures, runbooks, SOPs, and knowledge articles.

Assist customers with common and known issues within the approved L1 support scope.

Gather logs, screenshots, error messages, system details, and reproduction steps as required.

Support password resets, user account administration, and access-related requests following approved procedures.

Escalate unresolved or complex issues to L2 Support, Engineering, or Product teams with complete documentation.

Follow defined escalation processes for priority incidents.

Identify recurring issues and knowledge gaps and support continuous improvement initiatives.

Preferred candidate profile

Good understanding of general IT concepts and troubleshooting methodologies.

Ability to understand customer-reported technical issues and determine the appropriate troubleshooting or escalation path.

Familiarity with Windows operating systems, web-based applications, user account administration,



password management, basic networking concepts, and ITSM tools.

Ability to collect, review, and document logs, screenshots, and supporting information required for troubleshooting and escalation.

Exposure to SaaS applications or software support environments is advantageous.

Soft Skills

Strong verbal and written communication skills.

Customer-focused mindset with robust problem-solving abilities.

Ability to follow defined processes, procedures, and escalation workflows.

Strong attention to detail and documentation quality.

Preferred Qualifications

Experience supporting SaaS or enterprise software products.

Experience with ServiceNow.

ITIL Foundation certification (preferred but not mandatory).

Required Qualifications

Bachelor's degree in computer science, Information Technology, Engineering, or related discipline, or equivalent experience.

1-2 years of experience in Technical Support, Product Support, Service Desk, Application Support, or IT Support environments.

Experience working with ticketing or ITSM platforms such as ServiceNow or similar tools.

International Client experience is neccessary.

Interested candidates Can drop there resume - [email protected]

📌 Application Support (Hyderabad)
🏢 Tech Mahindra
📍 Hyderabad