L1 Client Support Executive – Technical Support

Job Description: L1 Client Support Executive – Voice Process (Night Shift)
Job Title: L1 Client Support Executive – Technical Support
Department: IT Support / Helpdesk
Experience: Freshers or 0–2 years of experience
Shift: Night Shift (US Client Support)
Work Mode: Office-based
Employment Type: Full-time
Job Summary
We are looking for a customer-focused and technically inclined L1 Client Support Executive to provide first-level technical assistance to clients through inbound and outbound phone calls, email, and ticketing systems. The candidate should have good English communication skills, a professional telephone manner, and basic IT troubleshooting knowledge.
The role requires the ability to understand client issues, troubleshoot common technical problems, document interactions accurately, and escalate unresolved issues to the appropriate support team.
Key Responsibilities
Handle inbound and outbound support calls from clients and end users.
Communicate professionally in English with clients, including US-based customers.
Identify, understand, and troubleshoot basic technical issues.
Provide first-level support for Windows desktops, laptops, login issues, and common application problems.
Assist with password resets, account lockouts, and basic Active Directory or user account issues, subject to access permissions.
Troubleshoot basic network connectivity issues, including Wi-Fi, LAN, VPN, DNS, and IP configuration.
Provide basic support for Microsoft Outlook, Microsoft Teams, printers, and business applications.
Create, update, categorize, and resolve support tickets using the ticketing system.
Follow standard operating procedures (SOPs), knowledge base articles, and escalation procedures.
Escalate complex or unresolved issues to L2 or the relevant technical team.
Maintain accurate ticket notes, call logs, and customer interaction records.
Follow the client's security policies, verification procedures, and data confidentiality requirements.
Meet assigned productivity, quality, attendance, and customer service targets.
Provide shift handover notes and updates for pending issues.
Required Technical Knowledge
Candidates should have a basic understanding of the following:
Windows 10/11 operating systems and basic troubleshooting.
Desktop, laptop, keyboard, mouse, and peripheral issues.
Microsoft Outlook, Teams, and common office applications.
Password resets, account lockouts, and basic user account management concepts.
Basic networking: IP address, DNS, DHCP, gateway, LAN, and VPN.
Printer connectivity and basic troubleshooting.
Software installation, application errors, and basic system performance issues.
Remote support tools and ticketing systems.
Basic understanding of incident logging, prioritization, escalation, and SLA concepts.
Note: Advanced server administration, scripting, and complex networking are not mandatory for this L1 position.
Communication and Customer Service Skills
Good verbal communication in English.
Clear pronunciation and understandable speech.
Ability to understand different English accents, especially US accents.
Active listening and the ability to ask relevant troubleshooting questions.
Confidence in handling inbound and outbound calls.
Ability to explain technical issues in simple, customer-friendly language.
Professional telephone etiquette and appropriate call control.
Patience and empathy when dealing with frustrated customers.
Ability to write clear ticket notes and professional emails.
Willingness to learn, accept feedback, and follow established procedures.
Eligibility Criteria
Any graduate or diploma holder with an interest in IT support.
Freshers with good communication skills and basic technical knowledge may apply.
Candidates with previous voice-process, customer support, helpdesk, or technical support experience will be preferred.
Willingness to work night shifts and rotational weekly offs, as required.
Ability to work from the office and support international clients.
Basic computer knowledge and familiarity with Windows operating systems.
Performance Metrics (KPIs)
Performance will be measured using defined team and client expectations, including:
Inbound and outbound call handling.
Ticket creation, updates, and closure.
First-level resolution where appropriate.
Quality of troubleshooting and ticket documentation.
Customer communication and call quality.
Adherence to shift timings, attendance, and process compliance.
Correct escalation and follow-up of pending tickets.
Compliance with client security policies and support procedures.
Targets will be defined based on client requirements and the agreed support process.
Ideal Candidate Profile
The ideal candidate should combine good communication skills, basic technical troubleshooting ability, a customer-first attitude, and a willingness to learn. The candidate must be comfortable speaking with international customers over the phone and working independently within established L1 support procedures.

Work arrangement
No