L0 Support
- Experience: 0 - 3 Years
- Location: Indore
Requisition Description
Provide technical assistance and support to customers, which includes monitoring, analysis, and administrative skills. Follow notification and escalation procedure of the product analyzing logs, responding to queries, follow standards for communications with business involving operational issues.Manage customer calls and analyze issues reported by the customer.Capable of working independently, responsible for L0 SupportWork with complete ownership and handle all issues without missing SLAs.Debug the issues and report appropriately in the ticketing system.Handover the shift and circulate a daily report to stakeholders.Open to work in shifts (24x7 rotational)Work closely with Escalation engineers L1, L2 Tiers.Acknowledging requests, Incident ticket handling, Incident Management, Problem Management.
Roles and Responsibilities Working in 24x7 shift system.Receiving Support Calls from US/European customersRecording Symptoms, replication steps, version details, etc.Acknowledging requests, Incident ticket handling, Incident Management, and follow-ups as per SLAMaintaining Support Availability CalendarWork in close coordination with Engineers in other tiersRouting / Escalation of tickets to L1/L2
