Customer Service L1 Support Engineer - Prime Focus Technologies

About the role

We are looking for a proactive and detail-oriented L1 Support Engineer to join our customer service team. You will be the first point of contact for our customers, responsible for handling incoming queries, resolving basic technical issues, and escalating unresolved problems to L2/L3 support.

What you'll do

• Act as the first line of contact for customers via phone, email, chat, or ticketing system
• Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step
• Provide timely and accurate responses to customer queries
• Escalate complex problems to higher-level support engineers (L2/L3)
• Log all interactions, incidents, and resolutions in the support system

What you need

• 2–5 yrs of experience
• Customer service
• Windows
• Linux
• Networking
• Troubleshooting
• ServiceNow
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ITIL
• AWS
• CRM
• Azure
• JIRA
• Zendesk