Job Title: L1 Technical Support

Role Overview:

The role involves handling technical and billing-related queries from B2C and

B2B clients via calls, chats, and tickets. The L1 team performs initial troubleshooting, customer

assistance, and escalates unresolved or privileged issues to the L2 team.

Key Responsibilities:

Handle inbound calls, chats, and tickets from customers and partners

Perform basic troubleshooting for issues related to camera connectivity, hub sync, audio, app

usage, and physical inspection prompts

Manage customer queries related to billing, orders, service upgrades/downgrades, charge

disputes, and refunds

Document resolutions and maintain records in tools like Hub Spot and Intercom

Track customer orders using Shopify and coordinate with internal teams as needed

Use Admin Dashboard to monitor camera performance and activity

Ensure 100% callback on missed calls within SLA

Follow knowledge base (KB) documents and past tickets for issue resolution

Route advanced or privileged issues to L2 (technical or billing as appropriate)

Provide exceptional customer service and maintain high CSAT scores

Qualifications:

Graduate with 2+ years of experience in a tech/BPO support environment

Strong English communication skills (verbal and written)

Familiarity with CRM, ticketing, and cloud-based applications

Comfortable working US night shift (IST evening)

Proactive, customer-focused, and eager to learn technical workflows

Certifications: Relevant certifications, such as CompTIA A+, Cisco CCNA, or equivalent, are a plus.

Work Location & Benefits:

Shift Timings: 10:30 PM to 7:30 AM IST (aligned with US business hours)

Working Days: Rotational

Work Model: Work from Office.

Location: Bangalore

Job Type: 1-Year Contract (Performance-based extension available)

L1 Technical Support