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· Position Summary

The L1 Support Specialist provides frontline assistance to users by handling functional queries, troubleshooting issues, and ensuring smooth day‑to‑day operations of the application. This role acts as the first point of contact for all lending business - related incidents and service requests and ensures timely resolution or escalation as needed.

Key Responsibilities

1. Functional Support

• Support end‑users with navigation, access, and usage of modules.

2. Incident Logging & Ticket Management

• Log all user queries and issues accurately in the service desk/ticketing system.
• Prioritize tickets based on business impact and adhere to defined SLAs.

3. Troubleshooting & Resolution

• Act as first point of contact for issues like login failures, data inconsistencies, system errors, and basic application bugs.
• Provide step‑by‑step resolution following SOPs and known‑error documentation.

4. Escalation to L2/L3 Teams

• Identify and escalate complex technical or functional issues beyond L1 scope, ensuring complete documentation for smooth handoff.

5. User Communication & Support

• Offer timely and professional responses to both internal users and external customers.
• Follow up to ensure issue resolution and user satisfaction.

Required Skills & Competencies

• Basic knowledge of application troubleshooting and production support practices.
• Experience in working with ticketing tools such as ServiceNow, JIRA, Zendesk, etc.
• Good analytical skills for identifying root causes of common issues.
• Excellent verbal and written communication skills.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 1–3 years of experience in application support, preferably in BFSI/Fintech environments.

Preferred Experience
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• Familiarity with SQL basics for data validation.

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Key Attributes

• Customer-focused mindset
• Ability to multitask and work under pressure
• Strong documentation habits
• Problem-solving and proactive attitude

Job Types: Full-time, Permanent

Pay: ₹159,420.18 - ₹926,635.01 per year

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Ability to commute/relocate:

• Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• SQL: 1 year (Preferred)
• total work: 1 year (Preferred)

Work Location: In person