Job Description

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Job Title: Level 1 Technical Support Specialist / Product Support Analyst
Experience Range:
2 xe2x80x93 4 years (for L1 Support and early Product Support roles; adjust as needed)
Hiring Location:
[Specify Location xe2x80x93 e.g., Bangalore / Chennai / Remote / Onsite with Client]
Role Proficiency:
Ensure timely delivery and support to meet client requirements as per product/project specifications. Manage team activities and readiness of the support ecosystem to ensure smooth and seamless customer experience.
Outcomes:
Understand and analyze business/technical requirements and their impact on applications and systems.
Respond to user queries via phone, email, chat, etc., resolving issues or escalating appropriately.
Ensure product documentation/knowledge base is up to date.
Coordinate with engineering teams for bug fixes and enhancements.
Lead associate-level staff and monitor quality/timeliness of their work.
Drive technical/functional issues toward closure.
Plan and implement evolving support processes.
Measures of Outcomes:
Reduction in number of escalated tickets to Operational Team.
Zero major incidents (e.g., blocker bugs, data loss) reported.
Customer satisfaction and positive feedback.
Compliance with process standards and timelines.
Achievement of quarterly/yearly OKRs (self and team).
Timely and complete delivery of requirements and traceability matrix.
Support process adherence and documentation completeness.
Outputs Expected:
Implementation & Support:
Follow product standards and QA norms.
Conduct peer reviews and defect logging.
Participate in deployments and mock testing.
Analyze and resolve defects with senior support team.
Product Delivery & Management:
Identify system improvement opportunities from recurring issues.
Recommend enhancements to development/engineering teams.
Manage end-to-end production support and transitions.
Capability Building:
Create team checklists and training content.
Deliver internal training on product knowledge.
Knowledge Management:
Maintain knowledge assets; lead knowledge transfer sessions.
People Management:
Mentor junior team members; contribute to team growth and cohesion.
Build working relationships with internal and external stakeholders.
Must-Have Skills:
Ticket creation, triaging, and workflow management.
Customer coordination & internal escalation handling.
Documentation & reporting skills.
Excellent communication (written & verbal) in English.
Basic troubleshooting across platforms and known issue handling.
Familiarity with ticketing systems (e.g., Salesforce, Zendesk, Freshdesk).
Strong problem-solving and time management skills.
Good-to-Have Skills:
Experience with DevOps, CI/CD tools, and system deployment.
Knowledge of SDLC (Agile, Waterfall) and support models.
Familiarity with knowledge management systems (e.g., Wikis, Portals).
Working knowledge of business domain/industry-specific processes.
Exposure to cloud platforms (AWS, Azure, etc.).
Ability to mentor and train new team members.
Skill Examples:
Troubleshooting software product issues collaboratively.
Using knowledge bases and past case data to resolve or escalate incidents.
Documenting processes, FAQs, and resolution paths for repetitive issues.
Communicating technical solutions to non-technical users.
Knowledge Examples:
Support lifecycle understanding across different implementations (e.g., upgrade, migration).
Product configuration, features, and standards.
Basic understanding of review processes, metrics tracking, and reporting tools.
Familiarity with technical documentation and industry compliance standards.
Job Summary:
We are seeking a detail-oriented and reliable L1 Technical Support Specialist to manage daily support operations, including triaging tickets, answering common user queries, and escalating complex issues. This is a client-facing role requiring both technical understanding and excellent communication.
Key Responsibilities:
Triage and categorize support tickets.
Provide answers to standard queries and issues.
Handle basic data exports, log pulls, and user requests.
Escalate unresolved cases to the appropriate internal team.
Skills:
ticketcreation&workflowmgmt.,Customercoordination&InternalEscalation,Documentation&Reporting
About Company:
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the worldxe2x80x99s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clientsxe2x80x99 organizations. With over 30,000 employees in 30 countries, UST builds for boundless impactxe2x80x94touching billions of lives in the process. '